Customer Experience & Operations Consultant

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of coordination for Sirva clients throughout their relocation journey.

• Reach out to customers proactively to welcome them, clarify authorized services and policies, and connect during significant milestones.

• Advocate for technology improvements, tools, and self-service options.

• Guide customers on mobility programs and customize services to meet individual requirements.

• Comprehend customer needs and concerns through effective questioning, active listening, empathy, and expertise.

• Utilize digital tools to access client policy details and deliver timely, precise guidance.

• Offer advice on supplier-provided services and troubleshoot issues related to homesale, home purchase, home rental, property management, expense management, household goods, immigration, temporary living, education, language training, payroll and compensation, destination services, and related offerings.

• Oversee complex relocations, encompassing core/flex programs, payroll and compensation, fixed-fee and cost-plus homesale programs, and VIP files.

• Assist customers via phone, email, chat, and various omnichannel technologies.

• Collaborate with internal customer support teams and external supplier partners.

• Keep detailed notes, updates, and information to ensure data accuracy.

• Achieve or surpass customer experience metrics and client SLAs.

• Ensure quality, accurate, and timely service while minimizing financial write-offs.

• Communicate with client HR representatives regarding relocation and assignment challenges.

• Help with exception management and suggest policy deviations as needed.

• Provide status updates, solutions, client projects, and reports.

• Participate in required training and complete additional tasks to support managers, clients, and customers.

⛳️ Requirements

• High school diploma or equivalent required.

• University or college degree preferred.

• Prior experience of 1 year in a customer experience or business operations role is preferred.

• International experience is an advantage, though not essential.

• Fluency in English is required; proficiency in additional languages is highly desired.

• Exceptional organizational skills, proven problem-solving abilities, and meticulous attention to detail.

• Experience in exercising judgment while managing complex processes to completion and resolution.

• Ability to think innovatively and navigate uncertainty to address challenges swiftly and effectively.

• Strong commitment to achieving customer experience success.

• Comfort with utilizing multiple technology platforms as an integral part of daily responsibilities.

• Capability to operate several technology platforms concurrently.

• Strong customer service approach and a trusted-advisor perspective.

• Ability to foster trust among diverse customer demographics.

• Competence to work within a team environment with shared objectives and responsibilities.

• Calm and confident demeanor in challenging, emotional, or stressful situations.

• Excellent written, verbal communication, and interpersonal skills.

• Inclusive mindset that values diversity and a sense of belonging.

🏝️ Benefits

• Competitive salary.

• Flexible work arrangements promoting a balanced work/life approach.

• Comprehensive benefits package along with a wellness program.

• Generous company-sponsored vacation days and holiday time.

• Engaging, collaborative, and diverse corporate culture.

• Continuous opportunities for learning and career advancement.

• Medical insurance.

• Dental coverage.

• Vision insurance.

• 401(k) plan.

• Flexible Spending Account/Health Savings Account.

• Employer contribution to HSA.

• Life and disability insurance.

• Paid time off.

• Volunteer time off.

• Identity theft protection plan.