Manager of Client Services

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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. Assists 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.

• Supports Client Services administrative, presentation, reporting, efficiency, project, and management responsibilities.
• 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 development of programs, process and performance standards to ensure timely, effective, proactive and coordinated customer service.
• Assists in effective and performance‑based selection and management of supplier partners.
• Plays key role in ensuring effective working relationships with professional, technical and support staff across the JK Enterprise and with supplier partners.
• Ensuring Client satisfaction meets defined performance levels.
• Training, development and mentoring service team.
• Assisting in recruiting and hiring service team.
• Accountable for team meeting and exceeding performance standards.
• Problem solving and client solutions development.
• Development and maintenance of 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 and external reporting as directed.
• Providing service to senior level transferees as identified by VP – Client Development.
• Coordinating all client meetings and communications with other client relations personnel.
• Delivery of Capital Relocation management required reports for GSA.
• Supporting client development and internal initiatives as required.
• Ensuring effective, customer‑focused response to enquiries and requests from clients, transferees, GSA contract personnel, businesses or partner organizations.
• Ensuring enquiries, requests and complaints from all sources are speedily and efficiently resolved.
• Monitoring customer requests, comments and complaints to ensure appropriate follow‑up and adherence to customer care standards.
• Acting as an advocate for clients and transferees when interacting with the Service Team.
• Participating in the management of all Client Service operations.
• Participating with other employees in knowledge sharing, standard processes and best practices as the organization grows.
• Pro‑actively seeking solutions and improvements to service delivery and discussing these with the SVP and Vice President – Client Services.
• Developing effective working relationships with colleagues, internal and external customers and working toward continuous improvement in all aspects of service provision.
• Assisting in maintenance and management of systems in liaison with the VP and SVP.
• Developing and promoting a culture of continuous improvement and participating in team‑focused work…