Customer Experience & Operations Consultant (Virtual, Canada)

Roles and Responsibilities

Places proactive calls with customers to welcome them, advise on authorized services and policies, and connect at meaningful moments throughout the move.

Achieves high usage of digital tools and self-service support by adopting new technology enhancements and features.

Serves as a trusted advisor, learning and understanding available services to confidently communicate with customers' needs.

Utilizes digital tools to access client policy information, ensuring timely and accurate information is conveyed to customers.

Advises on services delivered by supplier partners and troubleshoots across service lines, including homesale, home purchase, home rental, property management, expense management, household goods, immigration, temporary living, education, language training, payroll and compensation, destination services, and other related services.

Manages complex relocations such as core/flex programs, payroll and compensation, fixed fee and cost plus homesale programs, and VIP files.

Supports customer and client needs with a focus on quality, accuracy, and timeliness to achieve zero financial write-offs.

Client Support/Calls

Communicates with HR contacts on relocation/assignment issues impacting the employee and family.

Provides assistance with exception management, including recommendations on specific exceptions to policy.

Keeps clients informed of issues and offers solutions as they arise, completing client projects and reports as requested.

Training, Team Meetings, Other Internal Sirva Tasks

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.

Qualifications and Preferred Skills

• High school diploma or equivalent, with a university/college degree preferred.
• One year experience in a customer experience or business operations role preferred.
• International experience a plus, but not necessary.
• Fluent in English, with other languages highly desired.
• Experience providing highly organized delivery, demonstrating problem-solving skills, and maintaining high attention to detail.
• Exercising judgement in complex processes and successfully navigating ambiguity to solve problems quickly and efficiently.
• Strong accountability for the success of customer experience.
• Curiosity and hunger to learn and grow alongside a transforming organization.
• Digitally focused with comfort utilizing multiple technology platforms and ability to integrate them into daily work.
• Ability to navigate multiple technology platforms simultaneously.
• Customer service and trusted advisor mindset in both proactive and reactive scenarios.
• Able to build trust across various customer types and operate in a team environment with shared goals and responsibilities.
• Confident, calm demeanor, particularly in difficult, emotional, or stressful situations.
• Strong collaborator and team player.
• Excellent written, verbal communication, and interpersonal skills.
• Fosters belonging, encourages authenticity, values diversity, and recognizes its empowerment and inspiration.

Benefits

Comprehensive benefits package including choice of two Medical plans and two dental plans; Retirement plan, RRSP employer match (after 1 year), Life & Disability Insurance, and more.

Benefits are based on employment status and may not be available for temporary or non-full-time employees.

The final compensation will be determined during the hiring process based on location, market conditions, and other factors such as experience and qualifications.

For positions available outside Canada, salaries will take into account local currency and market conditions, which may differ from the CAD salary range.

If you have any questions about salary or benefits, we encourage you to ask during the hiring process.

Artificial Intelligence Usage

Artificial intelligence tools may be used to assist with administrative tasks such as notetaking and advanced candidate searches during the recruitment process.

All screening, assessment, and hiring decisions are made by human recruiters and hiring managers.

Vacancy Status

This posting reflects an existing vacancy within our organization.

Sirva Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size.

We are a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it.

For more information please visit www.sirva.com.

About Sirva

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.

We also prohibit 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 HRSirva@Sirva.com and let us know the nature of your request and your contact information.