Customer Experience, Operations Consultant – Temporary

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Sirva

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

🤝 B2B

🏠 Real Estate

Logistics • B2B • Real Estate

Sirva is a global leader in relocation and moving services that provides employee relocation solutions to corporate clients and moving services to consumers. Its offerings include corporate relocation and mobility (HR/mobility services, visa & immigration, expense management, talent development, reporting & analytics), household goods moving and shipment, commercial moving, temporary accommodations, property management, home buying/selling support, mortgage services, and technology solutions to support relocations. Sirva operates a family of brands (including Allied, northAmerican, Global Van Lines, Alliance, and Sirva Mortgage) with a footprint covering 190+ countries and 69 global locations, serving enterprise and individual clients worldwide.

📋 Description

• Serve as the primary point of coordination for Sirva’s customers throughout their mobility journey • Place proactive customer calls to welcome customers, explain authorized services and policies, and connect at meaningful moments • Promote technology enhancements, digital tools, and self-service support • Advise customers on mobility programs and authorized services across relocation service lines • Understand customer needs and concerns, provide guidance, and troubleshoot supplier-partner services • Manage complex relocations, including core/flex programs, payroll and compensation, homesale programs, and VIP files • Support customer interactions through phone, email, chat, and other omnichannel technologies • Coordinate with internal customer support teams and external supplier partners • Maintain accurate file notes, updates, and system information to ensure data integrity • Meet or exceed customer experience metrics and customer/client SLAs • Communicate with client HR contacts regarding relocation or assignment issues • Assist with exception management and recommend policy exceptions • Provide client status updates, solutions, projects, and reports • Attend required training and complete other tasks supporting managers, clients, and customers

🎯 Requirements

• High school diploma or equivalent • 1 year in a customer experience or business operations role preferred • International experience is a plus but not necessary • Must be fluent in English • Other languages are highly desired • Highly organized delivery, demonstrable problem-solving skills, and high attention to detail • Experience exercising judgment while owning complex processes through completion and resolution • Ability to think creatively and navigate ambiguity to solve problems efficiently • Strong accountability for customer experience success • Comfort using multiple technology platforms as an integrated part of daily work • Ability to navigate multiple technology platforms simultaneously • Strong customer service and trusted-advisor mindset • Ability to build trust across varied customer types • Ability to work in a team environment with shared goals and responsibilities • Confident, calm demeanor in difficult, emotional, or stressful situations • Strong collaboration and teamwork • Excellent written, verbal communication, and interpersonal skills • Inclusive mindset that values diversity and promotes belonging and authenticity

🏖️ Benefits

• Competitive salary • 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