Customer Experience & Operations Consultant 3
SIRVA
Full time
Customer Support
United States
Hiring from: United States
Role Overview
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, both by proactively contacting the customer in recognition or critical milestones in their journey and by
offering additional program services, where appropriate.
What You'll Be Doing
Direct Customer Interaction
Education/Experience:
WHAT SIRVA OFFERS
At Sirva, we're committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.
Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories.
It is also Sirva's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions. The Federal EEO Law Poster may be found at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.
If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at [email protected] and let us know the nature of your request and your contact information.
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, both by proactively contacting the customer in recognition or critical milestones in their journey and by
offering additional program services, where appropriate.
What You'll Be Doing
Direct Customer Interaction
- Places proactive calls with customer to welcome them, advise on the authorized services and policies to be provided, connecting at meaningful moments throughout the move.
- Engages 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 support.
- Serves 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 needs.
- Works 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 journey.
- Regularly utilizes digital tools to access client policy information to ensure timely and accurate information is adequately conveyed to the customer.
- Ability 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,
- Demonstrates advanced skills in managing complex relocations such as core/flex programs, payroll and compensation, fixed fee and cost plus homesale programs and/or VIP files.
- Utilizes an omnichannel technology solution (phone, email, chat, etc.) to support customer interactions.
- Partners internally with other customer support teams to ensure all customer needs are promptly met, coordinating and responding as a single support team for the customer.
- Collaborates externally with supplier partners as appropriate, to coordinate authorized services for the customer, recognizing these suppliers are an extension of the customer experience.
- Dedicated 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
- Ensures outlined Key Experience Metrics and customer/client SLAs (e.g. customer satisfaction, responsiveness, cost savings) are met or exceeded.
- Supports customer and client needs with a focus on quality, accuracy and timeliness so as to achieve zero financial write offs.
- Communicates with the client’s HR contacts on relocation/assignment issues impacting the employee and family.
- Provides assistance with exception management, including recommendations on specific exceptions to policy.
- Provides status updates, keeping the client abreast of issues and offering solutions as issues arise, and completing client projects and reports as requested.
- Regularly attends mandatory, essential and recommended training to support on the job knowledge, career growth, and understanding of the organizational vision, culture and
- Completes other tasks/responsibilities as required to provide effective support to Manager, Client and Customers.
Education/Experience:
- High school diploma or equivalent.
- University/college degree preferred.
- 1 year work experience in global mobility.
- 2 years in a customer experience, business operations role preferred.
- International experience a plus, but not necessary.
- Must be fluent in English, but other languages are highly desired.
- Experience providing highly organized delivery, demonstrable problem-solving skills and high
- Experience of exercising judgement in owning complex processes, through to completion and
- Able to think creatively and successfully navigate ambiguity to solve problems quickly and
- Strong accountability for success of customer experience.
- Curiosity and hunger to learn and to grow alongside a transforming organization.
- Digitally focused with demonstrated comfort utilizing multiple technology platforms as an
- Embraces new technology and can easily incorporate into ways of working.
- Ability to navigate multiple technology platforms simultaneously.
- Strong customer service and trusted advisor mindset in both proactive and reactive
- Able to easily and quickly build trust across many persona/personality customer types.
- Able to operate in a team environment with shared goals and responsibilities, in support of
- Displays confident, calm demeanor, particularly in difficult, emotional, or stressful situations.
- Strong collaborator and team player.
- Excellent written, verbal communication and interpersonal skills.
- You foster belonging and encourage authenticity. You are inclusive, value diversity, and
WHAT SIRVA OFFERS
- 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
At Sirva, we're committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.
Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories.
It is also Sirva's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions. The Federal EEO Law Poster may be found at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.
If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at [email protected] and let us know the nature of your request and your contact information.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Join one of the nation’s leading and most impactful health care performance improvement companies. Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation’s leading healthcare organizations. We are also increasingly...
Customer Support
United States
Hiring from: United States
Customer Service AgentJob DetailsRemoteTypeFullyRemoteSalary Range$20.11 – $23.53 HourlyDescriptionWe LOVE that you are interested in learning more about this role and what makes Lovesac unique!WHO we are?Here at Lovesac, our Lovesac Family is comprised of a diverse team who exemplify the...
Customer Support
United States
Hiring from: Anywhere
The Relationship Coordinator solicits and provides information via telephonic efforts in support of Healthfirst's Medicare Advantage Plan, Complete Care (MAP), Managed Long Term Care Plan (MLTC) Senior Health Partners (SHP) and Mainstream/Health and Recovery Plan (HARP) population seeking PCA and/or...
Customer Support
United States
Hiring from: United States