Customer Experience & Operations Consultant (Temporary, Remote)

This is a remote, 4-week temporary position available on a full-time or part-time basis.

About the role

As a Customer Experience & Operations (CXO) Consultant, you will serve as the primary point of coordination for Sirva’s customers during their mobility journey. This service-focused role involves supporting, monitoring, and consulting with customers across a large client base while identifying opportunities to enhance their experience. You will proactively engage with customers at critical milestones, offer additional program services, and act as a trusted advisor throughout their relocation process.

Responsibilities

• Place proactive calls to welcome customers, advise on authorized services and policies, and connect at meaningful moments throughout their move.
• Engage with and adopt new technology enhancements, promoting their use internally and with customers to encourage self-service support.
• Serve as a trusted advisor, understanding mobility programs and translating services to meet individual customer needs.
• Understand customer needs and concerns by asking questions, listening carefully, showing empathy, and providing sound guidance.
• Utilize digital tools to access client policy information, ensuring accurate and timely communication with customers.
• Advise on services delivered by supplier partners and troubleshoot across service lines, including homesale, home purchase, home rental, property management, expense management, household goods, immigration, temporary living, education, language training, payroll, compensation, destination services, and other mobility-related services.
• Manage complex relocations such as core/flex programs, payroll and compensation, fixed fee and cost-plus homesale programs, and VIP files.
• Support customer interactions through an omnichannel technology solution (phone, email, chat, etc.).
• Partner internally with other customer support teams to ensure all customer needs are promptly met.
• Collaborate externally with supplier partners to coordinate authorized services, recognizing them as an extension of the customer experience.
• Maintain strong data integrity by ensuring system accuracy through regular updates and file notes.
• Meet or exceed outlined Key Experience Metrics and customer/client SLAs (e.g., customer satisfaction, responsiveness, cost savings).
• Support customer and client needs with a focus on quality, accuracy, and timeliness to achieve zero financial write-offs.
• Communicate with client HR contacts on relocation/assignment issues impacting employees and their families.
• Assist with exception management, including recommendations on policy exceptions.
• Provide status updates to clients, keeping them informed of issues and offering solutions as they arise.
• Complete client projects and reports as requested.
• Attend mandatory and recommended training to support job knowledge, career growth, and organizational understanding.
• Complete other tasks/responsibilities as required to support your Manager, Client, and Customers.

Requirements

• High school diploma or equivalent; university/college degree preferred.
• 1 year of experience in a customer experience or business operations role preferred.
• International experience is a plus but not required.
• Fluency in English; additional languages are highly desired.

Skills

Cognitive Skills

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

Technology Skills

• Digitally focused with demonstrated comfort using multiple technology platforms as part of daily work.
• Embraces new technology and incorporates it 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.
• Ability to build trust quickly across diverse customer types and personalities.
• Ability to operate in a team environment with shared goals and responsibilities.
• Displays a confident, calm demeanor, particularly in difficult or stressful situations.
• Strong collaborator and team player.
• Excellent written, verbal communication, and interpersonal skills.
• Fosters belonging, encourages authenticity, and values diversity to empower positive action and innovation.

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, and diverse corporate culture.
• Ongoing opportunities for learning and career development.

Pay

Salary range: $21.00–$26.00/hour. Salary ranges may vary based on location, market conditions, experience, and qualifications. The final compensation will be determined during the hiring process.