Customer Experience & Operations Consultant (Virtual, US)

ROLES AND RESPONSIBILITIES As a Customer Experience & Operations (CXO) Consultant, you will contribute to Sirva’s success by serving as the primary point of coordination 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 large client base. Additionally, this role will seek out opportunities to enhance the customer experience, both by proactively contacting the customer in recognition or critical milestones in their journey and by offering additional program services, where appropriate. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES % of time (must total to 100%) Description of Duty 80% Direct Customer Interaction 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