WayForth is the definitive provider of comprehensive and personalized move management and moving solutions for life and business. Founded in 2016, WayForth is the nations largest home transition management company serving the senior living industry, providing solutions through every phase of a move. From our initial consultation to our final walk through, we deliver top-notch, personalized support throughout every phase of the move. Clients appreciate our customizable solutions that can solve any relocation need from space planning, downsizing, and packing to unpacking and settling into a new home. How you move matters and no matter the destination, WayForth serves as a guide making lifes transitions easier to navigate.

Title: Client Guide Manager II (CGM II)

Reports to: Operations Manager

Status: Hourly, Non-Exempt

Supervises: N/A

General Summary of the Position: In this role, the CGM II initiates and maintains communication and the relationship with WayForth clients. Plans and directs all activities concerned with the client project to ensure the highest level of customer satisfaction is met. Manages and coordinates projects and oversees organization, scheduling, and implementation from beginning to end. Oversees a team through the completion of each project. This position is primarily a field role which requires standing, bending, lifting and being on your feet for extended periods of time in various climates. This role may occasionally require more than one hour of travel during the day or week depending on project location.

Essential Functions:

• Ensures the highest level of customer experience is being demonstrated and applied at all levels and stages of the clients project
• Supervises team on assigned projects as needed
• Partners with Move Team Lead (MTL) to ensure complete client satisfaction and overall project success
• Establishes professional and compassionate relationship with clients throughout the project so they feel positive and confident about the process all along the way
• Performs proper discovery to fully understand client needs and upsell needed services that will improve the success of the client experience and project
• Assists client in making decisions and offers recommendations that meets their objectives and communicates the project plan and timeline to them
• Understands project objectives and establishes a customized plan that meets the client needs using all available tools and resources
• Along with the MTL, accountable for client experience, timeline, requests and delivering on the core values of WayForth
• Collaborates horizontally and cross-functionally by preparing for projects, reviewing client file and addresses any issues or special needs in advance
• Manages client requests with community sales team and offers client customer support to represent their needs in the community and marketplace
• Interprets and explains project plans to team and assigns individual responsibilities according to their knowledge and experience
• Ensures that adequate supplies and materials are available ahead of the project including safety materials such as: masks, gloves, etc.
• Helps coordinate outside vendors such as donation partners, repair teams, and shipping partners.
• Addresses unexpected issues as they occur. Maintains confidence and composure to assure the client that we will reach a solution. Implements solutions that are appropriate to the clients needs and ensure that issue is resolved
• Completes administrative tasks in a timely manner. This includes tracking team hours, invoicing the client, entering progress notes, and collecting payment from client.
• Continuous learning and understanding by participating in educational opportunities.
• Manages all potential assignments associated with full service move management including floor planning, downsizing, packing and unpacking client content, clear-outs, organization, etc. Accepts ownership and is willing to accomplish new and different requests to explore and deliver value added services and opportunities
• Other duties as needed

WF2

Requirements:

• > 1-year WayForth move mgt experience
• Thought leadership
• Demonstrated CRM follow-through in a consistent manner
• Demonstrated ability to upsell and expand projects to customize solutions for clients
• Able to serve as possible mentor as part of mentor program
• 2+ years in a Customer Service/Experience leadership role
• 1+ years of experience in coordinating projects
• 2 years of leadership experience preferred
• Must have reliable transportation to transport supplies and employees to client/project locations when needed. Must be willing to drive long distances within the area serviced by the market when scheduled
• Must have a smart phone and/or computer to check schedule and work emails daily
• Must be available to work 4+ consecutive days during the week and weekend or extended hours as needed
• Must be able to lift up to 30 lbs. and stand for 4-8 hours during assigned projects
• Intermediate knowledge of Microsoft Office applications
• Excellent verbal and written skills
• Bilingual skills a plus

Education:

• 2+ Years College or other high-level learning preferred; Minimum high -school diploma or equivalent

Skills/Certifications

• The ability to professionally interact with communities, clients, and internal teams at all levels in a fast-paced, high-pressure environment
• The ability to remain flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality is crucial to this role
• Expert level written and verbal communication skills, strong decision-making ability, and attention to detail
• Clean driving record and the ability/willingness to drive company vehicles including large vans.