Consultant (Virtual Canada)

Role Overview
As a Consultant you will contribute to Sirva's success by serving as the advisor 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 client base. Additionally, this role will seek out opportunities to enhance the customer experience, both by proactively contacting the customer in recognition of 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.
• Regularly utilizes Sirva's Technology to access client policy information to ensure timely and accurate information is adequately conveyed to the customer.
• Understanding customer personas, tailors interactions and services as appropriate to respond to each of their unique scenarios and concerns. Quickly recognizes and adjusts as personas may shift along the relocation journey.
• Ability to advise on services delivered by our supplier partners and trouble shoot across service lines. Services include: housing, household goods, immigration, temporary living, education, language training, payroll and compensation, and any other related services for all mobility program types.
• Manages a high volume of customer files seamlessly, and across varied clients and locations, to ensure excellent customer service and satisfaction.
• Utilizes an omnichannel technology solution (phone, email, chat, etc.) to support customer interactions.
• Partners internally with other customer support teams (Global Customer Support, Home Sale Services, Client Accounting, Client Financial Services and other support teams as required) 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.
• Cognizant of customer trends; articulates and shares these to leadership to enable the continual development of technology, products and services in support of the customer experience vision.
• Ensures outlined Key Experience Metrics and customer/client SLAs (e.g. customer satisfaction, responsiveness) are met or exceeded.
• Documents and enters tasks and time, in an efficient manner, to help support clear and accurate work output data
• Supports customer and client needs with a focus on quality, accuracy and timeliness so as to achieve zero financial write offs.
• Appropriately utilizes other customer support teams and adopts new processes as they are introduced.
• Regularly attends mandatory, essential and recommended training to support on the job knowledge, career growth, and understanding of the organizational vision, culture and experience.
• Flexibility in work schedule may be required to support 24/7 business model.

What You Bring to Sirva

Education/Experience
• High school diploma or equivalent.
• University degree or 3-4 years’ work experience in a customer experience, customer service or business operations role.
• Prior relocation industry experience preferred.

Cognitive Skills
• 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.
• Ability to multi-task and prioritize in a fast-paced environment
• Curiosity and hunger to learn and to grow a