Primary function:

The Executive Support Consultant serves as the Single Point of Contact, owner and navigator of the relocation process for senior level/ Executive VIP customers. Responsibilities include, but are not limited to: providing 24/7 availability; administering relocation policy/program including full scope of outsourced domestic and/or international services; maintain a reduced caseload, while ensuring client needs are met in a timely efficient manner through delivery of excellent service. Preference is for both domestic and international experience, but either will be considered.

Major duties and responsibilities:

• Provide single point of coordination for all phases of relocation activities on behalf of client as outlined in contractual agreement.
• Perform exemplary, high-touch service through:
• timely, proactive communication and caseload management;
• reduction of touch points between customer and suppliers;
• coordination between suppliers to avoid duplication of customer document submission;
• 24/7 accessibility;
• Assistance with completing customer’s needs assessment and required documentation;
• Hands on review, interpretation, and communication of supplier reports (i.e. bma’s, appraisals, inspections, household goods surveys, etc) as applicable to each move
• Demonstrate knowledge of CARTUS products and services in all interactions with client and customer
• Coordinate/Facilitate CARTUS’s products and services to assigned customers according to prescribed CARTUS’s standards
• Conduct weekly updates with suppliers and support groups servicing assigned caseload
• Recognize and identify cross-selling opportunities based on transferees needs to generate new sources of revenue
• Ensure data integrity in all CARTUS systems.

• Maintain and enhance relationships with CARTUS’s internal departments and external suppliers/partners in regards to meeting and exceeding client needs

• Track policy exceptions in Atlas and communicate requests and trending as may occur to the Account Executive

• Provide data input for client customized reports

• Participate in special projects as needed, including client presentations, client/supplier training
  

Critical dimensions/selection criteria:

• Demonstrated ability to meet/exceed company service goals

• Clear and concise written and verbal communication skills

• Strategic thinker -strong judgment and decision making skills

• Interpersonal/Influencing skills

• Detail oriented; ability to multitask

• Ability to work in a team environment

• Cultural awareness

• Innovative and resourceful

• Flexibility

• Manage stress and pressure

• Ability to plan and organize

Qualifications/selection criteria:

• Minimum 2 years Domestic Homesale and/or International experience required

• Bachelor degree or 3 years experience in the customer service relocation industry required

• Demonstrated technical skills including Atlas, Hex, Cartus Online, EXCEL, WORD, and other systems and applications as may be required

• High level of accuracy and process orientation required

• Demonstrated ability to problem solve and manage multiple priorities required

• Strong communication, interpersonal and influencing skills required

• Proven top block service history required

• Demonstrated leadership skills required