Relocation Counselor II

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for both customers and clients throughout domestic and international relocation processes.

• Perform transferee needs assessments and build strong relationships.

• Advise on and manage relocation benefits in accordance with client policies, expense guidelines, coverage, and timelines.

• Maintain consistent positive communication with transferees via both verbal and written channels.

• Organize or adjust travel arrangements for candidates, interns, and relocations, including flights, accommodations, and vehicles.

• Assist transferees in finding rental homes or apartments.

• Oversee household goods logistics, which includes surveys, packing/loading, delivery, and claims processing.

• Provide property management services as needed.

• Offer assistance with home marketing efforts.

• Manage transferee expenses within designated budgets and escalate any exceptions.

• Oversee expense reimbursements and payments to service partners.

• Achieve or surpass service metrics and revenue capture goals.

• Collaborate with Account Managers and TRC management to address issues as they arise.

• Adhere to SMART system workflows to ensure timely billing processes.

• Keep thorough and accurate relocation files, actions, uploaded documents, and notes.

• Suggest cost-saving measures and opportunities for increased efficiency.

• Explain home sale processes and necessary documentation to transferees.

• Negotiate home sale agreements and buyouts with transferees, listing agents, and title companies.

• Evaluate and analyze appraisals and home inspections.

• Create and implement home marketing strategies.

• Coordinate permanent housing searches in conjunction with preferred partners.

• Manage relationships with service partners and address escalations when necessary.

• Review and approve leases for international transferees.

• Assist international transferees in meeting visa requirements.

• Perform additional duties as assigned.

⛳️ Requirements

• High school diploma or equivalent qualification.

• A minimum of 5 years of experience in customer service.

• At least 2 years of experience in relocation or related fields.

• Bachelor’s degree is preferred.

• CRP and/or GMS certification is highly desirable.

• Exceptional verbal and written communication abilities.

• Capacity to work under minimal supervision, stay organized, and prioritize tasks and projects effectively.

• Strong attention to detail, accuracy, and adherence to data entry and departmental standards.

• Strong critical thinking and problem-solving skills.

• Demonstrated persistence and tact in resolving issues.

• Excellent customer relations skills, coupled with discretion and integrity.

• Proficient in conflict resolution and negotiation tactics.

• Exemplary professionalism in appearance and conduct.

• Proficient in Microsoft Office Suite, including Outlook, Word, PowerPoint, and Excel.

• Strong work ethic and dedication.

• Flexibility to work off-hours as necessary.

• Willingness to travel as required for meetings and training events.

🏝️ Benefits

• Flexibility to work off-hours.

• Travel opportunities as required for meetings and training events.