[Hiring] Customer Experience & Operations Consultant 3 @Sirva

Role Description

As a CXO Consultant 3, 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.

• Places proactive calls with customers to welcome them and advise on authorized services and policies.
• Engages and adopts new technology enhancements and features, promoting them internally and with customers.
• Serves as a trusted advisor in mobility programs, understanding and translating available services for individual customer needs.
• Works to fully understand customer needs and concerns by asking questions and providing sound guidance.
• Utilizes digital tools to access client policy information for timely and accurate communication.
• Advises on services delivered by supplier partners and troubleshoots across service lines.
• Demonstrates advanced skills in managing complex relocations.
• Utilizes an omnichannel technology solution (phone, email, chat, etc.) for customer interactions.
• Partners internally with other customer support teams to ensure all customer needs are met.
• Collaborates externally with supplier partners to coordinate authorized services for customers.
• Ensures strong data integrity through regular upkeep of file notes and updates.
• Ensures outlined Key Experience Metrics and customer/client SLAs are met or exceeded.
• Supports customer and client needs with a focus on quality, accuracy, and timeliness.

Qualifications

• High school diploma or equivalent.
• University/college degree preferred.
• 1 year work experience in global mobility.
• 2 years in a customer experience or business operations role preferred.
• Must be fluent in English; other languages are highly desired.

Requirements

• Experience providing highly organized delivery, problem-solving skills, and attention to detail.
• Ability to exercise judgment in owning complex processes through to completion.
• Able to think creatively and navigate ambiguity to solve problems efficiently.
• Strong accountability for the success of customer experience.
• Curiosity and hunger to learn and grow alongside a transforming organization.
• Digitally focused with comfort utilizing multiple technology platforms.
• Strong customer service and trusted advisor mindset.
• Able to build trust across various customer types.
• Displays a confident, calm demeanor in difficult situations.
• Excellent written, verbal communication, and interpersonal skills.

Benefits

• Comprehensive benefits package including 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.