[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.ResponsibilitiesPlaces proactive calls with customer to welcome them, advise on the authorized services and policies to be provided, connecting at meaningful moments throughout the moveEngages 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 supportServes 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 needsWorks 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 journeyRegularly utilizes digital tools to access client policy information to ensure timely and accurate information is adequately conveyed to the customerAbility 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 typesDemonstrates proficient skills in managing complex relocations such as core/flex programs, payroll and compensation, fixed fee and cost plus homesale programs and/or VIP filesUtilizes an omnichannel technology solution (phone, email, chat, etc.) to support customer interactionsPartners internally with other customer support teams to ensure all customer needs are promptly met, coordinating and responding as a single support team for the customerCollaborates externally with supplier partners as appropriate, to coordinate authorized services for the customer, recognizing these suppliers are an extension of the customer experienceDedicated 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 experienceEnsures outlined Key Experience Metrics and customer/client SLAs (e.g. customer satisfaction, responsiveness, cost savings) are met or exceededSupports customer and client needs with a focus on quality, accuracy and timeliness so as to achieve zero financial write offsCommunicates with the client’s HR contacts on relocation/assignment issues impacting the employee and familyProvides assistance with exception management, including recommendations on specific exceptions to policyProvides status updates, keeping the client abreast of issues and offering solutions as issues arise, and completing client projects and reports as requestedRegularly attends mandatory, essential and recommended training to support on the job knowledge, career growth, and understanding of the organizational vision, culture and experienceCompletes other tasks/responsibilities as required to provide effective support to Manager, Client and CustomersSkillsHigh school diploma or equivalentMust be fluent in English, but other languages are highly desiredExperience providing highly organized delivery, demonstrable problem-solving skills and high attention to detailExperience of exercising judgement in owning complex processes, through to completion and resolutionAble to think creatively and successfully navigate ambiguity to solve problems quickly and efficientlyStrong accountability for success of customer experienceCuriosity and hunger to learn and to grow alongside a transforming organizationDigitally focused with demonstrated comfort utilizing multiple technology platforms as an integrated component of their day to day roleEmbraces new technology and can easily incorporate into ways of workingAbility to navigate multiple technology platforms simultaneouslyStrong customer service and trusted advisor mindset in both proactive and reactive scenariosAble to easily and quickly build trust across many persona/personality customer typesAble to operate in a team environment with shared goals and responsibilities, in support of positive customer experiencesDisplays confident, calm demeanor, particularly in difficult, emotional, or stressful situationsStrong collaborator and team playerExcellent written, verbal communication and interpersonal skillsUniversity/college degree preferred1 year in a customer experience, business operations role preferredInternational experience a plus, but not necessaryBenefitsComprehensive 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 employeesCompetitive salary and incentive plansWorkplace flexibility for a balanced work/life approachComprehensive benefits packages and wellness programGenerous company-paid vacation days and holiday timeChallenging, collaborative, diverse corporate cultureOngoing opportunities for learning and career developmentCompany OverviewSIRVA provides mobility & relocation services to corporate customers, individual consumers, and military and government agencies worldwide. It was founded in 1998, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is https://www.sirva.com.