Manager of Client Services

• Supports Client Services administrative, presentation, reporting, efficiency, project, and management responsibilities in accordance with Client requirements, GSA Scope of Work and agreed upon CRS processes, procedures and policies.
• Gathers and shares knowledge of Clients, Capital Relocation and mobility industry with entire service delivery team
• Ensures that the Client Services team provides effective, front line, customer centric service to our clients, transferees, suppliers and internal customers
• SupportS coordinated responses to customer and client queries, service requests or complaints across multiple communication channels
• Assists in the development of programs, process and performance standards to ensure the provision of timely, effective, proactive and co-coordinated customer service to clients and transferees.
• Assist in effective and performance based selection and management of our supplier partners.
• Plays a key role in ensuring that the Client Services team has effective working relationships with professional, technical and support staff across the JK Enterprise and with our supplier partners

• Ensuring Client satisfaction meets defined performance levels
• Training, Development & mentoring service team
• Assist in recruiting and hiring service team
• Accountable for team meeting & exceeding performance standards
• Problem solving & client solutions development
• Development & maintenance of our SOW interpretation and solutions tracking database
• Ensuring full compliance with defined Capital Views processes, procedures and key fields tracking
• New Client transition and implementation assistance
• Coordination of internal & external reporting as directed
• Provide service to senior level transferees as identified by VP – Client Development
• Coordinate all Client meetings and communications as required with other client relations personnel
• Delivery of Capital Relocation management required reports for GSA
   

Main Duties and Responsibilities:

• SupportS the Client Services team with client support/ development and internal intiatives, as required
• Ensures the provision of an effective and customer focused response to enquiries and requests from clients, transferees, GSA contract personnel, businesses or partner organizations in a manner that reflects both Corporate and Service standards.
• Ensures that enquiries, requests and complaints from all sources are speedily and efficiently resolved
• Monitors customer requests, comments and complaints to ensure that appropriate follow-up or progress is undertaken and that customer care standards are adhered to
• Acts as an advocate for Clients and transferees when interacting with the Service Team
• Participates in the management of all Client Service operations
• Participates with other employees in knowledge sharing, standard processes and best practices as the Capital Relocation organization grows and adds additional service delivery teams.
• Pro-actively seeks solutions and improvements to service delivery and to discuss these with the SVP and Vice President – Client Services and implement those as agreed upon.
• DevelopS effective working relationships with colleagues, internal and external customers and to work towards continuous improvement in all aspects of service provision
• Assists in the maintenance and management of systems in liaison with the VP and SVP
• Develops and promote a culture of continuous improvement and participate in team focused work practices

Qualifications and Training:

• CRP required
• Preferred minimum of 2 years experience at CRS and clear respect of co-workers
• Competence Summary (Knowledge, abilities, skills, experience)
• Minimum of 5 years experience in a relocation customer services environment
• Ability to prioritize workloads
• Excellent written and verbal communication skills
• Ability to deal with challenging customers and conflicting situations
• Ability to work flexibly, with minimal supervision in a highly pressurized environment
• Problem solving and solutions development skills including the ability to react to problems quickly
• Ability to work effectively with people at all levels
• Good IT/ AI understanding, including ability to use AI tools effectively
   

Work-related Personal Requirements:

• Commitment to providing excellent Customer Service
• Commitment to the mission and core values of Capital Relocation Services
• Self-motivated and willing to use own initiative
• Pro-active approach to work and a “can do-have it your way” attitude