Customer Experience & Operations Consultant 3, US Government Team (Virtual, US)

Overview

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 ability to support, monitor and consult with customers across a large client base. The role will seek opportunities to enhance the customer experience by proactively contacting customers at critical milestones and by offering additional program services where appropriate. This role must be filled within the United States. What You'll Be Doing Responsibilities fall into three priority levels and support a seamless, proactive customer experience across mobility programs. Priority 1 — Direct Customer Interaction

• Places proactive calls with customers to welcome them, advise on the authorized services and policies, and connect at meaningful moments throughout the move.
• Engages customers with new technology enhancements and features, sharing updates and promoting usage of tools and self-service support.
• Acts as a trusted advisor in mobility programs across a client base, learning about available services and translating those services to meet individual customer needs.
• Understands customer needs and concerns by asking questions, listening, showing empathy, and using expertise to provide guidance throughout the mobility journey.
• Regularly uses digital tools to access client policy information to ensure timely and accurate information is conveyed.
• Advises on services delivered by supplier partners and troubleshoots 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 related services for all mobility program types.
• Demonstrates advanced skills in managing complex relocations (e.g., core/flex programs, payroll and compensation, fixed fee and cost-plus homesale programs, VIP files).
• Utilizes an omnichannel technology solution (phone, email, chat) to support customer interactions.
• Partners internally with other customer support teams to ensure all customer needs are promptly met and coordinates as a single support team for the customer.
• Collaborates externally with supplier partners as appropriate to coordinate authorized services for the customer, recognizing suppliers as an extension of the customer experience.
• Maintains strong data integrity, ensuring system accuracy through regular updates and notes so data can drive and inform other processes and improve the customer experience.
• Ensures 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 to achieve zero financial write-offs. Priority 2 — 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, keeps the client informed of issues, offers solutions, and completes client projects and reports as requested. Priority 3 — 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. What You Bring to Sirva (Qualifications, Skills, Education or Certification Requirements, etc.) 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. Cognitive Skills
• Experience providing highly organized delivery, demonstrable problem-solving skills and high attention to detail.
• Experience exercising judgement in owning complex processes through to completion and resolution.
• Able to think creatively and navigate ambiguity to solve problems quickly and efficiently.
• Strong accountability for success of customer experience.
• Curiosity and hunger to learn and grow alongside a transforming organization. Technology Skills
• Digitally focused with demonstrated comfort utilizing multiple technology platforms as part of 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 proactive and reactive scenarios.
• Able to build trust across var

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