position location

this opportunity is available in our Minneapolis office only and not available on a remote basis at this time.  

position summary

the manager of client services is responsible for the customer experience through the leadership of the client services team by ensuring all team members have the necessary resources, training and development.

essential job functions

  • lead a passionate team of global mobility experts to ensure an outstanding customer experience
  • support the day to day operations for the client services team by managing escalations
  • using customer experience insight, design and develop customer focused processes and training that drive positive customer results
  • collaborate with the client relations team to develop client processes and best practices to ensure a seamless relocation experience
  • participate on client calls for service delivery teams to establish strong working relationships when appropriate
  • support the implementation of new clients or services

manager functions

  • maintain and monitor team workload, performance, and service delivery quality
  • determine baseline service performance metrics and set goals for excellence
  • support successful completion of direct report’s KPIs
  • assess developmental needs and assist in the initial and ongoing training and education opportunities
  • conduct quarterly and annual performance reviews with recommendations for salary increases, promotions, and disciplinary action as appropriate
  • oversee allocation of resources and staff to ensure consistent, high-quality customer service
  • provide guidance for team members regarding the resolution of routine as well as complex operational and customer service situations
  • participate in the interviewing, hiring, and retention of highly engaged employees

skills required 

  • strong organizational skills with the ability to handle multiple tasks simultaneously
  • ability to work effectively and independently in a fast-paced environment
  • ability to be a self-starter and work autonomously, as well as be part of a successful team
  • passionate about providing excellent customer service to both internal and external customers
  • excellent verbal and written communication skills
  • proactively protects internal and external confidential information
  • computer skills necessary for normal business matters (Microsoft Suite required)
  • understand global relocation services and operational delivery
  • innovative and able to challenge existing processes
  • ability to respond resourcefully and constructively to new demands, priorities, and challenges
  • effective and proactive problem-solving skills

additional requirements

  • college degree preferred
  • management experience in a team oriented environment 
  • willing to travel as business needs require

Plus Relocation is an Equal Opportunity Employer