[Hiring] Relocation Coach @PerchPeek

Role Description

Flexible Relocation Coaches work with PerchPeek to support current markets with surges in business volume, provide flexibility for Relocation Coach capacity, and improve coverage to support relocators across multiple markets and timezones. Flexible Coaches work within a network of third-party consultants and with PerchPeek’s Network Manager to deliver quality customer experience in line with customer requirements and PerchPeek’s SLAs for quality and productivity.

You might be an awesome Relocation Coach if you’ve previously worked as a:

• Customer Success Manager
• Concierge
• Personal Assistant
• Support or Operations Specialist

Previous experience in the Global Mobility / Relocation industry and knowledge of relocation management and/or destination services is helpful, but not essential. You’ll receive comprehensive materials to guide you and paid training on all of our internal systems.

Scope of Work

• Building trusted relationships with relocators over the duration of their relocation journey as their main point of contact, delegating tasks when appropriate.
• Communicating with relocators via:
  • The PerchPeek app
  • Consultative and supportive calls to understand the customer’s needs, explain relocation services, and provide expertise, guidance & support.
• Handling difficult or complex relocator enquiries or situations, using critical judgement to ensure the best outcomes for your movers, including escalating these as appropriate.
• Providing the “right expertise at the right time” on all aspects of the relocation journey and life in the destination country.
• Supporting relocators in understanding and abiding to their company’s relocation policy, including management of their relocation allowances.
• Recommending and coordinating additional relocation services from providers, working within PerchPeek’s Supply Chain.
• Utilizing Operations and Relocation Experience processes to the highest standards to ensure that our teams and systems run smoothly.
• Supporting the rollout of process improvements by engaging with new processes and tools.
• Appropriately delegating relevant tasks to third-party consultants, monitoring service delivery to ensure all tasks are completed to a high quality.
• Identifying and managing escalations, delivery issues, and inefficiencies appropriately.
• Familiarizing yourself with PerchPeek’s products and providing guidance to relocators on how they can utilize the Relocator App and its tools and content.
• Advocating for high-quality knowledge capturing and contributing to developing the PerchPeek content library.
• Collaborating with other Relocation Coaches for creative problem-solving and knowledge sharing.

Qualifications

• Based within UTC-8, UTC-7, UTC-6, or UTC-5 timezones (between Pacific Standard Time and Eastern Standard Time).
• Fluency in verbal and written English.
• Awareness or first-hand knowledge of major cities and lifestyle norms in the US.
• Bonus if you have lived or relocated within the US!
• Bonus if you speak one (or more!) of these languages: French, Italian, Spanish, German, Portuguese, Arabic.
• No prior relocation experience is required, as we provide comprehensive materials to prepare you for success as a Relocation Coach!

About You

• You share our value of being Customer Obsessed.
• You are organized, efficient, and prioritize your time effectively.
• You are an eloquent and concise communicator.
• You are relentlessly focused on delivery.
• You keep an eye on the details.
• You display comfort in ambiguous situations.
• You are resilient in a range of situations.
• You are highly autonomous and thrive in a remote working environment.