Position Purpose/Objective:
Responsible for assisting the Director of Global Operations in proactively developing the ongoing overall client relationship with existing clients and expanding WHR’s presence. Effectively manage all facets of client relations responsibilities in order to ensure superior service, maximize revenue, retain, and increase current client business. Accomplish this while partnering with all interdepartmental teams. Assist in resolving transferee issues and other service problems. Responsible for creating and executing an effective marketing plan for properties that are assigned to inventory. Work with listing agents, third party vendors, and internal departments to provide accurate and dependable information regarding the inventory property. Job duties may include conducting an on-site inspection of the property, scheduling repairs to be completed by contractors and additional items required to get the property sold in the shortest timeframe possible.
Essential Duties & Responsibilities:
- Resolve conflicts regarding the property by clarifying the complaint; determining the cause of the problem; selecting and explaining all options and recommendations to solve the problem; expediting correction and following up to ensure resolution within applicable client guidelines.
- Responsible for reviewing documentation for completeness and accuracy, may need to write correspondence to the transferee or vendor to obtain additional information.
- Consistently maintain inventory files by updating information and uploading required documentation in both the hard file and the core processing system (CARICS).
- Communicate with the counseling team and management regarding important information regarding that property.
- Review the appraisals, BMA’s, departure status reports, and inspections to become informed about the property.
- Exhibit strong writing skills to effectively communicate real estate marketing data for use in creating concise and persuasive marketing strategies for inventory properties, on an as needed basis. Review the marketing strategy with reporting manager and/or client and execute the plan with the agent.
- Maintain weekly contact with the listing agent regarding marketing strategies, number of showings, potential buyer comments and price reductions.
- Review monthly status reports completed by agents and enter the information provided into the core processing system (CARICS) after the phone call.
- List the property with a new agent every 180 days or as needed.
- Effectively manage listing paperwork including WHR specific documents such as disclosures, client specific addendum, modifications to addendums or disclosures during the required listing period.
- Must possess the ability to work with a variety of agents to drive results by motivating the agents and holding them accountable.
- Understand the inspection process: ordering appropriate inspections, if necessary, and communicating any required remediation.
- Negotiate repair and improvement (R&I) bids, determine what repairs and improvements are needed, and facilitate completion.
- Demonstrate competency when negotiating repairs if necessary and obtain the appropriate release agreement once repairs are completed.
- Demonstrate competency when negotiating offers on the property with the outside buyer and when reviewing and signing off on sales contracts.
- Maintain and modify necessary forms including listing agreements, addendums, property disclosures and sales contracts to reflect changes in the inventory process.
- Prepare materials necessary to effectively communicate an update on the entire book of business with Client Service Manager (CSM) on a weekly basis.
- Prepare files for monthly inventory calls with the client, or any requested reports or updates per client request.
- Ensure all calls to direct line and overflow from teammate’s direct lines are answered as necessary to maintain WHR’s culture of no voicemail during business hours.
- Responsible for reviewing documentation for completeness and accuracy, may need to write correspondence to the client, transferee, or vendor to obtain additional information.
- Resolve escalated service problems by clarifying the complaint; determining the cause of the problem; selecting and explaining all options and recommendations to solve the problem; expediting correction and following up to ensure resolution.
- Maintain professional working relationships with all parties involved in the relocation process including the transferee (spouse), the client, the vendors, and internal departments of WHR Global.
- Manage VIP/Executive files and all that is pertained to that move process.
- Prioritize tasks daily according to our automated task management system (myWorkOne Needs) and adjust schedule accordingly to accommodate the tasks that require attention on that given day.
- Contributes to management team success by accomplishing tasks necessary to maintain satisfactory guideline achievement.
- Demonstrate the ability to be a team player and adapt to the changes in the company. Take on additional responsibility as needed to maintain sales and service expectations.
- Provide environment in which employees feel engaged in the team and organization.
- Ensure all calls to direct line and overflow from teammate’s direct lines are answered and returned as necessary to maintain WHR’s culture of no voicemail during business hours.
- Proactively maintain excellent relationships with clients through client visitation, consultative interactions, and creative problem resolution.
- Assist Director of Global Operations in translating client needs into business opportunities and managing the implementation of changes to relocation process as needed to satisfy client needs/requirements.
- Assist client with overall program management while providing accurate and meaningful data to client for planning purposes.
- Develop and/or review preparation of client requested reporting to ensure the most effective reporting procedures are being used and that the information being provided is accurate. Present reports back to the client.
- Assist with the development of new procedures and selling of additional services, such as expense management, supplier management, group move services, international services, etc. to meet the changing needs of the client.
- Ensure WHR captures all relocation business opportunities with each client.
- Effectively counsel a high-profile caseload (high-ranking or sensitive transferees) per the guidelines in the client policy.
- Serve as a change agent, supporting the changes within WHR.
Supplemental Functions:
- Attend all meetings and participate in all trainings as assigned and transfer these skills to the job
- Timely responses to all forms of communication, including but not limited to email and voice mail
- Report all accidents and follow all safety and hazard communication procedures
- Perform all other duties as directed by management
- Maintain a professional/friendly relationship with all internal/external customers and represent WHR Global in a positive manner. All employees are required to contribute to high levels of customer satisfaction and understand that every role contributes to the success of our business by the satisfaction of our customers.
Position Requirements & Qualifications:
- Ability to work in a fast-paced environment with minimal supervision and regular attendance.
- Accomplished verbal and written communication with the ability to present information and respond to all levels of an organization. Demonstrate active listening. Critical thinking and ability to interpret a contract.
- Individual must present themselves positively and professionally and maintain a strong work ethic.
- Multi-task multiple projects with excellent organizational skills and ability to meet critical time deadlines.
- Sales ability to engage prospective clients and drive to constantly strive to grow the business and create opportunities with strong presentation skills.
- Mathematical Skills with ability to calculate figures and amounts such as discounts, proportions and percentages. Ability to interpret technical instructions in either mathematical or diagram form.
- Strong conflict-resolution skills are necessary while individual demonstrates a focus on customer service while demonstrating a hard-working ethic, positive outlook and professional demeanor.
- This position is not eligible for 100% remote capabilities and is required to have face-to-face interactions with colleagues and be on-site in Pewaukee.
Education & Experience:
- Bachelor’s Degree in Business, Communication or Psychology or applicable field or a minimum of four years related experience to all facets of relocation is required
- Previous customer service experience is essential
- Real estate sales’ license required after employment through WHR Global’ s educational assistance program.
Physical Factors:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This employee is regularly required to sit for long periods of time, average shift is eight hours, with extensive keyboarding with wrists and hands. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is required to stand; walk; use hands to finger; reach with hands and arms; and stoop, kneel, crouch or crawl.
Work Environment:
Office environment, controlled temperature, which may include at times some minor annoyances such as noise, odors, drafts, etc. This is a non-confined office setting and he/she is free to move about at will. Adhere to all safety policies and being conscious of the work being performed, with head up while walking at all times.
Authorities:
Has complete authority to carry out all the above responsibilities in accordance with the company’s policies and procedures, however without management approval he/she may not:
- Make any charitable contributions on the behalf of the company
- Change, alter or disregard company policies or procedures without prior approval of the President
- Change, alter or approve any compensation plans or programs without prior approval of the President
- Expect reimbursement without a signed purchase order prior to purchase
Managerial Authorities:
- Client Services Advisor, as defined by WHR Global, has no supervisory authority over teams.
Monday - Friday 8am to 5pm
