Roles and Responsibilities 

As a Customer Experience & Operations (CXO) Consultant, 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.

Essential Functions and Responsibilities

% of time

(must total to 100%)

Description of Duty

80%

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, expense management, household goods, immigration, temporary living, education, language training, payroll and compensation, destination services, and any other related services for all mobility program types.
• Demonstrates proficient 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 and inform other company processes and to contribute to a smoother customer experience.
• 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.

10%

Client Support/Calls

• 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.

10%

Training, Team Meetings, Other internal Sirva tasks

• Regularly attends mandatory, essential and recommended training to support on the job knowledge, career growth, and understanding of the organizational vision, culture and experience.
• Completes other tasks/responsibilities as required to provide effective support to Manager, Client and Customers.

Qualifications and preferred skills (Qualifications, Skills, Education or Certification Requirements, etc.)

Education/Experience

• High school diploma or equivalent.
• University/college degree preferred.
• 1 year 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.

Cognitive Skills

• Experience providing highly organized delivery, demonstrable problem-solving skills and high attention to detail.
• Experience of exercising judgement in owning complex processes, through to completion and resolution.
• Able to think creatively and successfully navigate ambiguity to solve problems quickly and efficiently. 
• Strong accountability for success of customer experience.
• Curiosity and hunger to learn and to grow alongside a transforming organization.

Technology Skills

• Digitally focused with demonstrated comfort utilizing multiple technology platforms as an integrated component of their day to day role.
• Embraces new technology and can easily incorporate into ways of working.
• Ability to navigate multiple technology platforms simultaneously.

Social & Emotional Skills

• Strong customer service and trusted advisor mindset in both proactive and reactive scenarios.
• 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 positive customer experiences.
• 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 recognize that these behaviors empower and inspire positive action and promote innovation