[Hiring] Customer Experience & Operations Consultant II @Sirva

Role Description

As a CXO Consultant 2, 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, learning about available services and translating them to meet individual customer needs.
• Works to understand customer needs and concerns through active listening and empathy.
• 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 skills in managing complex relocations and various program types.
• Utilizes an omnichannel technology solution (phone, email, chat, etc.) for customer interactions.
• Partners with other customer support teams to ensure all customer needs are met.
• Collaborates with supplier partners to coordinate authorized services for customers.
• Ensures data integrity through regular upkeep of file notes and updates.
• Meets or exceeds outlined Key Experience Metrics and customer/client SLAs.
• 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 in a customer experience or business operations role preferred.
• International experience a plus, but not necessary.
• Fluency in English; other languages are highly desired.
• Experience providing organized delivery, problem-solving skills, and attention to detail.
• Ability to think creatively and navigate ambiguity.
• Strong accountability for customer experience success.
• Curiosity and hunger to learn and grow.
• Digitally focused with comfort utilizing multiple technology platforms.
• Strong customer service mindset and ability to build trust.
• Excellent written, verbal communication, and interpersonal skills.

Requirements

• Regularly attends mandatory training to support on-the-job knowledge and career growth.
• Completes other tasks/responsibilities as required for effective support.

Benefits

• 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.