Position Overview

The Relocation Counselor I (RC I) position is a great way to enter the endless career possibilities in the relocation industry. No relocation experience is necessary for this position. Bring a curious mindset and willingness to learn and our knowledgeable and energetic training team will help guide the way.

As a RCI, you will be a contributor to the company’s success as well as the success of our clients and their transferring employees. With the knowledge you gain in our extensive training program, you will be the primary contact for transferring employees of our clients. You will guide them through the entire process conducting needs assessments, arranging travel, and serving as a valuable resource. This position leverages customer service skills to ensure our clients are delighted with their experience with us.

Below are the essential job functions of an RCI. There is no expectation that a person entering this position has the knowledge to perform these tasks, but rather develops that ability through training and shadowing.

Essential Job Functions

• Develop rapport and maintain regular and positive contact with transferring employee using verbal and written communication.
• Gain an understanding of the needs of the transferring employee and the client’s relocation policy. Provide advice and coordination of benefits to transferring employee based on their needs and benefits allowed under client policy.
• If there are needs beyond the client policy, work with a Client Service Manager to determine if an exception can be approved by the client and document as necessary.
• Ensure all benefits are in alignment with client policy and expectations including but not limited to expense guidelines, policy coverage, and timeframes.
• Arrange or modify candidate, intern, and relocation travel (flight, hotel & car) in a timely and professional manner.
• Assist transferring employee in finding a rental home/apartment by providing a referral to rental agent, online resources, etc.
• Manage the household goods process including survey, pack/load, delivery, and claims.
• Provide home marketing assistance (HMA) in a professional and timely manner.
• Facilitate expense reimbursements to the transferee and payments to service partners.
• Meet or exceed service metrics and revenue capture expectations.
• Escalate issues as appropriate, partnering with Client Service Managers and TRC management to ensure on-going client/customer satisfaction.
• Follow all work-flows in the Move Track system to ensure timely billings.
• Ensure receipt and entry of all required document for relocating employee’s file.
• Maintain file in a timely and accurate manner in the tracking system including updating actions, document uploads, and important notes for each relocation.
• Recommend opportunities for cost savings and efficiencies to manager, client, account manager, or transferee.
• Assist across multiple teams as needed.
• Participate in desk coverage as needed.
• Able to maintain regular, predictable attendance.

Other Qualifications

• Excellent verbal and written communication skills with the ability to develop appropriate correspondence both internally and externally
• Work under minimal direction, organized, and have the ability to prioritize commitments and projects
• Demonstrated attention to detail, accuracy, and ability to follow data entry/department standards
• Demonstrated ability to think critically and problem solve
• Act with persistence and tact in resolving issues both internally and externally
• Strong customer relations skills that include the ability to work with discretion and integrity
• Demonstrated conflict resolution and negotiation skills
• Demonstrate highest level of professionalism in both appearance and behavior
• Proficient in Microsoft Office (Outlook, Word, PowerPoint and Excel)
• Strong work ethic with off-hours flexibility and able to travel as needed to meetings and training events

Other duties as assigned.

Minimum Requirements

High school diploma or equivalent

Educational, Experience, and Licensing Preferred Requirements

3+ years of experience in customer service

Physical Requirements

This position is considered light duty with frequent phone and computer use.