This structure begins with a single point of contact for the relocation process. This assigned person, whether it is a Project Manager for a commercial move or a Customer Service Coordinator for employee relocations, acts to make the move experience a positive and productive event. Trained to manage the details of any move, this Crown employee has customer satisfaction as a focus of their mission.
Overseeing the single point of contact is the Account Executive (AE). The AE has overall responsibility for the success of the service team and meets regularly with the client to anticipate future service requirements. These reviews are used to gather feedback on the performance of the service team and the metrics reported are used to determine incentives and future training programs.
The Crown Customer Service Coordinator (CSC) is responsible for the daily service requirements of the Crown corporate client and the transferee. This highly trained professional controls the move management process and participates on the team that reviews and revised these processes. The Crown CSC becomes an extension of the client when explaining policy benefits, requesting exceptions on the transferee’s behalf, solving most issues relating to the physical move.
In addition to operational training conducted to remain current with industry best practices, the Crown Customer Service team undergoes training to better develop keen interpersonal skills. This training covers topics such as: effective listening, workplace sensitivity training, conflict resolution skills and top block customer service strategies.
The Crown Project Manager is the single point of contact for any commercial move or installation project. Experienced in all aspects of commercial project management, this key individual and his service team conduct all pre-project meetings and manage the day to day activities required to ensure the projects success.
The Crown Account Executive is a strategic contributor within the client relationship. This position has overall responsibility for Crown’s performance levels and all reporting functions. All processes affecting the service to the client are subject to review and action by the Crown Account Executive.
- Move Management Processes
- Performance Metrics and Corrective Actions
- VIP Support and Management
- Accounts Receivable Management
- Claims Management
- Special Project Research
- Overseas and Domestic Travel and Support
In addition to managing the ongoing business, the Crown Account Executive is responsible for meeting with the client on a regular basis to anticipate any future client requirements. The Account Executive will manage the implementation process for each new client and set team goals for the ongoing business he or she manages. This service delivery team works together to make customer satisfaction their focus and mission.