[Remote] Customer Experience & Operations Consultant 2 (US)

Note: The job is a remote job and is open to candidates in USA. Sirva is a leading global relocation management and moving services company. The Customer Experience & Operations Consultant 2 will serve as the primary point of coordination for customers in their mobility journey, focusing on enhancing customer experience and providing support across a large client base.

Responsibilities

• 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
• 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
• 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

Skills

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

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
• Competitive salary and incentive plans
• 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

Company Overview