Customer Experience & Operations Consultant (Virtual, US)

As a Customer Experience & Operations (CXO) Consultant, you will contribute to Sirva’s success by serving as the primary point of coordination to Sirva’s customers in their mobility journey. This role is service focused, with the organizational ability to support, monitor and consult with customers across a large client base. Additionally, this role will seek out opportunities to enhance the customer experience, both by proactively contacting the customer in recognition or critical milestones in their journey and by offering additional program services, where appropriate.

Essential Functions and Responsibilities

% of time

(must total to 100%)

Description of Duty

80%

Direct Customer Interaction

• Places proactive calls with customer to welcome them, advise on the authorized services and policies to be provided, connecting at meaningful moments throughout the move.
• Engages and adopts new technology enhancements and features, sharing these updates and promoting them internally and with customers to encourage high usage of tools and self-service support.
• Serves as a trusted advisor in the mobility programs across a client base, learning and understanding about available services, and translating those services confidently when speaking to each individual customer’s needs.
• Works to fully understand customer needs and concerns by asking questions, listening carefully, showing empathy and using expertise to provide sound guidance throughout the customer mobility journey.
• Regularly utilizes digital tools to access client policy information to ensure timely and accurate information is adequately conveyed to the customer.
• Ability to advise on services delivered by our supplier partners and trouble shoot across service lines. Services can include homesale, home purchase, home rental, property management, expense management, household goods, immigration, temporary living, education, language training, payroll and compensation, destination services, and any other related services for all mobility program types.
• Demonstrates proficient skills in managing complex relocations such as core/flex programs, payroll and compensation, fixed fee and cost plus homesale programs and/or VIP files.
• Utilizes an omnichannel technology solution (phone, email, chat, etc.) to support customer interactions.
• Partners internally with other customer support teams to ensure all customer needs are promptly met, coordinating and responding as a single support team for the customer. 
• Collaborates externally with supplier partners as appropriate, to coordinate authorized services for the customer, recognizing these suppliers are an extension of the customer experience.
• Dedicated to strong data integrity, ensuring system accuracy through regular upkeep of file notes, updates, and information, so that system data can be used confidently and reliably to drive and inform other company processes and to contribute to a smoother customer experience.
• Ensures outlined Key Experience Metrics and customer/client SLAs (e.g. customer satisfaction, responsiveness, cost savings) are met or exceeded.
• Supports customer and client needs with a focus on quality, accuracy and timeliness so as to achieve zero financial write offs.

10%

Client Support/Calls

• Communicates with the client’s HR contacts on relocation/assignment issues impacting the employee and family.
• Provides assistance with exception management, including recommendations on specific exceptions to policy.
• Provides status updates, keeping the client abreast of issues and offering solutions as issues arise, and completing client projects and reports as requested.

10%

Training, Team Meetings, Other internal Sirva tasks

• Regularly attends mandatory, essential and recommended training to support on the job knowledge, career growth, and understanding of the organizational vision, culture and experience.
• Completes other tasks/responsibilities as required to provide effective support to Manager, Client and Customers.

Qualifications and preferred skills (Qualifications, Skills, Education or Certification Requirements, etc.)

Education/Experience

• High school diploma or equivalent.
• University/college degree preferred.
• 1 year in a customer experience, business operations role preferred.
• International experience a plus, but not necessary
• Must be fluent in English, but other languages are highly desired.

Cognitive Skills

• Experience providing highly organized delivery, demonstrable problem-solving skills and high attention to detail.
• Experience of exercising judgement in owning complex processes, through to completion and resolution.
• Able to think creatively and successfully navigate ambiguity to solve problems quickly and efficiently. 
• Strong accountability for success of customer experience.
• Curiosity and hunger to learn and to grow alongside a transforming organization.

Technology Skills

• Digitally focused with demonstrated comfort utilizing multiple technology platforms as an integrated component of their day to day role.
• Embraces new technology and can easily incorporate into ways of working.
• Ability to navigate multiple technology platforms simultaneously.

Social & Emotional Skills

• Strong customer service and trusted advisor mindset in both proactive and reactive scenarios.
• Able to easily and quickly build trust across many persona/personality customer types.
• Able to operate in a team environment with shared goals and responsibilities, in support of positive customer experiences.
• Displays confident, calm demeanor, particularly in difficult, emotional, or stressful situations.
• Strong collaborator and team player.
• Excellent written, verbal communication and interpersonal skills. 
• You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation

WHAT SIRVA OFFERS

• Competitive salary
• Workplace flexibility for a balanced work/life approach
• Comprehensive benefits packages and wellness program
• Generous company-paid vacation days and holiday time
• Challenging, collaborative, diverse corporate culture
• Ongoing opportunities for learning and career development

At Sirva, we are committed to fair and transparent compensation practices. In accordance with applicable state and federal laws, we provide the following salary information for this position:

US Salary range

• Position Title: Customer Experience & Operations Consultant 
• Salary range: $45,000-$70,000
• Benefits: Comprehensive benefits package that includes Medical, Dental, Vision, 401(k), FSA/HSA, Employer HSA Match, Life & Disability Insurance, Paid Time Off, Volunteer Time Off, ID Theft Protection Plan and more. Benefits are based on employment status and may not be available for temporary or part-time employees

Salary ranges may vary based on location, market conditions, and other factors such as experience and qualifications. The final compensation will be determined during the hiring process based on these considerations.

For positions available outside the United States and Canada, salaries will take into account local currency and market conditions, which may differ from the USD and CAD salary range. If you have any questions about salary or benefits, we encourage you to ask during the hiring process.

• Artificial Intelligence Usage: Artificial intelligence tools may be used to assist with administrative tasks such as notetaking and advanced candidate searches during the recruitment process. All screening, assessment, and hiring decisions are made by human recruiters and hiring managers.
• Vacancy Status: This posting reflects and existing vacancy within our organization.

#LI-Remote

Sirva Worldwide, Inc. provides HR and mobility professionals with the resources, guidance, and support they need to achieve the best possible relocation for talent, and for the companies that move them. As a leading global relocation management and moving services company, we bring together personalized program solutions, expansive global reach, innovative technology, and an unmatched supply chain to transform businesses of any size and empower talent moving to their next opportunity. From corporate relocation and household goods to home sale and commercial moving and storage, our portfolio of brands (including Sirva, Allied, northAmerican, Global Van Lines, Alliance, and Sirva Mortgage) provide everything needed to move talent and deliver experience.

Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories. 
 
It is also Sirva's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions. The Federal EEO Law Poster may be found at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. 
If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at [email protected] and let us know the nature of your request and your contact information.