Customer Experience, Operations Consultant – Temporary

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

📋 Description

• Act as the main liaison for Sirva’s clients throughout their relocation journey.

• Make proactive outreach calls to greet clients, clarify authorized services and policies, and connect during significant moments.

• Advocate for technology upgrades, digital tools, and self-service assistance.

• Guide clients on mobility programs and approved services across various relocation service lines.

• Recognize client needs and concerns, offer guidance, and troubleshoot issues with supplier-partner services.

• Oversee complex relocations, including core/flex programs, payroll and compensation, homesale initiatives, and VIP files.

• Facilitate customer interactions via phone, email, chat, and other omnichannel technologies.

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

• Keep precise records, updates, and system information to maintain data integrity.

• Achieve or surpass customer experience metrics and customer/client service level agreements (SLAs).

• Communicate with client HR representatives regarding relocation or assignment-related concerns.

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

• Provide clients with status updates, solutions, project information, and reports.

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

⛳️ Requirements

• High school diploma or equivalent qualification.

• Preferred 1 year of experience in a customer experience or business operations role.

• International experience is advantageous but not mandatory.

• Proficiency in English is required.

• Additional languages are highly preferred.

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

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

• Ability to think innovatively and navigate uncertainty to address problems effectively.

• Strong commitment to achieving customer experience success.

• Comfort with using multiple technology platforms as an integral part of daily work.

• Ability to concurrently navigate various technology platforms.

• Strong customer service orientation and a trusted-advisor mentality.

• Capability to establish trust among diverse customer types.

• Team-oriented mindset with shared goals and responsibilities.

• Confident and composed demeanor in challenging, emotional, or stressful situations.

• Excellent collaboration and teamwork skills.

• Outstanding written, verbal communication, and interpersonal abilities.

• Inclusive approach that values diversity and fosters belonging and authenticity.

🏝️ Benefits

• Competitive salary.

• Flexible work arrangements for a balanced work/life dynamic.

• Comprehensive benefits packages and wellness initiatives.

• Generous company-sponsored vacation days and holiday time.

• Engaging, collaborative, and diverse corporate culture.

• Continuous opportunities for professional growth and development.