Customer Experience & Operations Consultant

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $45k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 customers throughout their mobility journey • Proactively contact customers to welcome them, explain authorized services and policies, and connect at meaningful milestones • Promote technology enhancements, tools, and self-service support • Advise customers on mobility programs and tailor services to individual needs • Understand customer needs and concerns through questioning, listening, empathy, and expertise • Use digital tools to access client policy information and provide timely, accurate guidance • Advise on supplier-delivered services and troubleshoot across 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 • Manage complex relocations, including core/flex programs, payroll and compensation, fixed-fee and cost-plus homesale programs, and VIP files • Support customers through phone, email, chat, and other omnichannel technologies • Partner with internal customer support teams and external supplier partners • Maintain file notes, updates, and information to ensure data integrity • Meet or exceed customer experience metrics and customer/client SLAs • Support quality, accurate, timely service while avoiding financial write-offs • Communicate with client HR contacts regarding relocation and assignment issues • Assist with exception management and recommend policy exceptions • Provide status updates, solutions, client projects, and reports • Attend required training and complete other tasks supporting managers, clients, and customers

🎯 Requirements

• High school diploma or equivalent • University/college degree preferred • 1 year in a customer experience or business operations role preferred • International experience a plus, but not necessary • Must be fluent in English; other languages highly desired • Highly organized delivery, demonstrable problem-solving skills, and high attention to detail • Experience exercising judgment in owning complex processes through completion and resolution • Ability to think creatively and navigate ambiguity to solve problems quickly and efficiently • Strong accountability for customer experience success • Comfort utilizing multiple technology platforms as an integrated part of the day-to-day role • Ability to navigate multiple technology platforms simultaneously • Strong customer service and trusted-advisor mindset • Ability to build trust across diverse customer types • Ability to operate in a team environment with shared goals and responsibilities • Confident, calm demeanor in difficult, emotional, or stressful situations • Excellent written, verbal communication, and interpersonal skills • Inclusive mindset valuing diversity and belonging

🏖️ 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 • Medical • Dental • Vision • 401(k) • FSA/HSA • Employer HSA Match • Life & Disability Insurance • Paid Time Off • Volunteer Time Off • ID Theft Protection Plan