Customer Experience Consultant - Home Sale (industry experience required)
Altair Global, Frisco, TX, United States
Responsibilities
Provide a positive customer experience using X-check/survey scores from customer feedback as a measurable factor of performance.
Manage a caseload of files on programs/clients, primarily focusing on home sale programs.
Learn, understand, and administer assigned clients’ relocation programs, including all policies, processes, and practices; manage clients with multiple policies and complex service offerings such as full home sale and capped programs with budget development and management.
Handle negotiations with real estate agents, brokers, and sellers within the parameters of third‑party home sale transactions to meet IRS regulations.
Communicate the relocation roadmap, providing a comprehensive explanation of the relocation process, policies, and practices to the customer.
Coordinate with Altair service partners, serving as the primary point of responsibility between partners and the customer.
Maintain all data pertinent to each customer’s relocation file; document all relocation activities and transactions in the Altair information system.
Understand and manage costs related to relocation deliverables, maximizing the full intent of the benefit while minimizing expenses.
Use appropriate reporting tools to manage and analyze relocation data.
Direct day‑to‑day activities for an assigned associate, as appropriate.
Education
High School diploma or the equivalent combination of experience, skills, training, and education required.
Bachelor’s degree preferred.
Training and Experience
3 years of experience as a relocation consultant.
Real estate license preferred; thorough understanding of home sale contracts and closing packages and associated documents/disclosures.
Comprehensive knowledge of domestic relocation.
Strong knowledge of Microsoft Office products (Word, Excel) and databases; proficiency with internal databases and other software packages is preferred.
Able to confidently communicate at multiple levels with customers, clients, and service partners.
Adept at interpreting, applying, and communicating complex policies and service offerings.
Excellent negotiating and persuasion skills.
Strong project management skills; ability to manage multiple projects simultaneously.
Calm under pressure; well‑developed conflict management and consensus‑building skills.
Able to make effective, difficult business decisions based on factual information using good logic and common sense.
Work / Physical Environment Office setting and/or home office work environment. Team members must be able to operate standard office equipment. The majority of work time is spent seated at a computer, speaking on the phone to customers and service partners, and attending meetings while working against multiple deadlines.
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable team members with disabilities to perform the essential job functions.
Team members must demonstrate knowledge of, and support, the company vision and value statements, policies and procedures, confidentiality standards, inclusion and diversity initiatives, and code of business conduct.
Note: The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Provide a positive customer experience using X-check/survey scores from customer feedback as a measurable factor of performance.
Manage a caseload of files on programs/clients, primarily focusing on home sale programs.
Learn, understand, and administer assigned clients’ relocation programs, including all policies, processes, and practices; manage clients with multiple policies and complex service offerings such as full home sale and capped programs with budget development and management.
Handle negotiations with real estate agents, brokers, and sellers within the parameters of third‑party home sale transactions to meet IRS regulations.
Communicate the relocation roadmap, providing a comprehensive explanation of the relocation process, policies, and practices to the customer.
Coordinate with Altair service partners, serving as the primary point of responsibility between partners and the customer.
Maintain all data pertinent to each customer’s relocation file; document all relocation activities and transactions in the Altair information system.
Understand and manage costs related to relocation deliverables, maximizing the full intent of the benefit while minimizing expenses.
Use appropriate reporting tools to manage and analyze relocation data.
Direct day‑to‑day activities for an assigned associate, as appropriate.
Education
High School diploma or the equivalent combination of experience, skills, training, and education required.
Bachelor’s degree preferred.
Training and Experience
3 years of experience as a relocation consultant.
Real estate license preferred; thorough understanding of home sale contracts and closing packages and associated documents/disclosures.
Comprehensive knowledge of domestic relocation.
Strong knowledge of Microsoft Office products (Word, Excel) and databases; proficiency with internal databases and other software packages is preferred.
Able to confidently communicate at multiple levels with customers, clients, and service partners.
Adept at interpreting, applying, and communicating complex policies and service offerings.
Excellent negotiating and persuasion skills.
Strong project management skills; ability to manage multiple projects simultaneously.
Calm under pressure; well‑developed conflict management and consensus‑building skills.
Able to make effective, difficult business decisions based on factual information using good logic and common sense.
Work / Physical Environment Office setting and/or home office work environment. Team members must be able to operate standard office equipment. The majority of work time is spent seated at a computer, speaking on the phone to customers and service partners, and attending meetings while working against multiple deadlines.
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable team members with disabilities to perform the essential job functions.
Team members must demonstrate knowledge of, and support, the company vision and value statements, policies and procedures, confidentiality standards, inclusion and diversity initiatives, and code of business conduct.
Note: The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr