AddressWith SIRVA locations and franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self-service and human support.
By leveraging our global network, we deliver a superior experience that only a “one-stop shop” can provide.
We’re a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it!
Role Overview
As a Senior 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.
What You’ll Be Doing
- 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.
- Ability to manage VIP customers.
- 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.
- Ability to manage core/flex programs.
- Act as a mentor to consultant levels 1-3.
- 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.
- Regularly attends mandatory, essential and recommended training to support on the job knowledge, career growth, and understanding of the organizational vision, culture and experience.
Education/Experience
- High school diploma or equivalent.
- University degree or 3-4 years’ work experience in a customer experience, business operations role.
- Minimum 2 years’ work experience in global mobility
- 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.
- 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.
- 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.
- 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
SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!
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.
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 HRSIRVA@SIRVA.com and let us know the nature of your request and your contact information.
