Welcome Specialist

Description

Title: Welcome Specialist
Department: Operations
FLSA Status: Non-Exempt

REPORTING RELATIONSHIPS:
Reporting Matrix: Operations Manager
Direct Reports: No direct reports at this time

POSITION SUMMARY:
The Welcome Specialist is responsible for ensuring a positive start to the relocation experience for the transferee by initiating first contact, setting initial expectations, and ensuring all pertinent information is collected to begin the relocation process. In addition, some policy administration of assigned client relocation programs which include but are not limited to, having the initial discussion with a prospective transferee who is considering a move, providing a general overview of the policy guidelines, discussing a transferee’s specific policy as authorized by the client, and setting the initial expectation with the transferee regarding their overall relocation timeline. Position may call for flexibility in core hours for coverage purposes depending on clients call volume activity.

POSITION RESPONSIBILITIES: Provide a positive relocation experience to/for each transferee during the initial phase of their move

• Provide phone coverage for the dedicated Boeing 888 number
• Manage Welcome Team mailbox for daily incoming authorizations
• Make the outbound call to the Boeing transferee, validate the authorization, collect necessary information to start the relocation, and assign the Consultant to the move
• Learn and understand assigned clients’ relocation programs including all policies, processes and practices
• Communicate the relocation road map, providing a general explanation of the relocation process, policies and practices to the transferee at the initial stage of their move
• Communicate any changes that arise during the initial call to Operations Managers, other Altair colleagues, and Boeing as appropriate, following established procedures; document in appropriate Altair information systems as required
• Knowledgeable about Altair service partners and can confidently articulate the services and benefits of Altair’s service partners to the transferee; includes but not limited to real estate and related industries, transportation and storage companies, lodging and rental car companies and any other non-routine service partner(s) as required by a particular situation
• Manage all data pertinent to each transferee’s relocation file as it pertains to the initial contact with transferee; document all relocation activities and transactions in the appropriate Altair information system
• Understand when to escalate a transferee issue to appropriate parties at Altair and/or Boeing

EDUCATION:
High school diploma required / Bachelor’s Degree preferred OR equivalent combination of experience, skills, training, and education

TRAINING and EXPERIENCE:

• Minimum 1 year experience in the organization
• Good knowledge and understanding of domestic relocation, including home sale processes
• Service and customer focused
• Understand, apply concepts of and communicate policies and processes
• Strong process management skills; ability to manage multiple files in process simultaneously
• Calm under pressure
• Deadline and time sensitive
• Able to confidently communicate/interface at with transferees and client contacts
• Good working knowledge of Microsoft Office Products
• Able to self-direct and self-manage; organized and good time management skills

ESSENTIAL INTELLECTUAL FUNCTIONS:
The Welcome Specialist must: have good knowledge Altair’s systems and domestic relocation as it pertains to policy interpretation and application; must demonstrate the ability to manage multiple tasks simultaneously; manage to deadlines; and rely on experience and sound judgment to plan and accomplish goals.

ESSENTIAL PHYSICAL FUNCTIONS:
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. Individuals must be able to use hands and fingers to keyboard, to operate, handle, or feel objects, tools or controls, reach with hands and arms, must have the ability to deal with peak volume stress, use the telephone for extended periods of time, sit at a workstation for extended periods of time and any other key critical skills and abilities as required by the position.

EQUIPMENT USED:

Individuals must be able to use standard company equipment and systems, i.e. computer and communications systems, phone systems, calculator, fax, printer, copy machine and other equipment as required by position.

WORK* ENVIRONMENT: *

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Employees must demonstrate knowledge of and support Company vision and value statements, policies and procedures, privacy, security and confidentiality standards and code of ethical behavior.

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Qualifications

Education

Required
High School or better.

Preferred
Bachelors or better.

Job Type: Full-time