Executive Relocation Consultant (EVIP-International)

SIRVA Inc.

United States

Remote

USD 66,000 - 83,000

Full time

6 days ago

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Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

FSA/HSA

Employer HSA Match

Life Insurance

Disability Insurance

Paid Time Off

Volunteer Time Off

ID Theft Protection

Job summary

Sirva Inc. is seeking an Executive VIP Consultant to act as the single point of contact for EVIP customers throughout their mobility journey. The role focuses on high-touch relocation service delivery, policy consultation, and overall client satisfaction on a global EVIP team.

The role requires coordinating with internal and external providers, delivering timely updates, becoming a SME on client policies, and supporting sales efforts while maintaining flexible hours for VIP schedules.

Qualifications

High school diploma or equivalent.
University degree or 3-4 years’ work experience in a customer experience/operations role.
Minimum of 5 years’ mobility experience with demonstrable VIP management experience.
Overall Quality scores of 4.6 or above for the past year (for internal candidates).
Proven ability to maintain a sense of urgency and priorities while delivering results in a fast-paced environment.

Responsibilities

Oversee the delivery of relocation management services across policy counselling, destination services, shipping, visa/immigration and assignment support.
Interpret client relocation policies and advise employees based on needs and country requirements.
Respond to relocating employees on the same business day, ideally within 4 hours.
Coordinate with internal teams and external providers as a single support team.
Become the Subject Matter Expert on client policy and operating procedures.
Suggest process improvements to drive efficiencies.
Possibly participate in Sales efforts and client visits when required.

Skills

VIP management

Customer service

Problem solving

Attention to detail

Global mindset

Education

High school diploma or equivalent

University degree or 3-4 years’ work experience in a customer experience/operations role

5+ years mobility experience with VIP management

Quality scores 4.6+ last year

Ability to prioritize and stay urgent under pressure

Job description

Role Overview

As an Executive VIP Consultant, you will contribute to Sirva’s success by serving as the single point of contact to Sirva’s EVIP customers during their mobility journey.The role is service focused, with the organizational ability to support, monitor and consult with customers across a variety of clients. The Executive VIP Consultant is responsible for the daily service delivery of the designated clients’ VIP relocation programs. He/she will work as part of a global EVIP team and will be required to assist with other urgent queries that come in outside of hours for the other regions.The EVIP Consultant will provide an exceptional level of oversight to each customer’s move or assignment and is responsible for maintaining high customer satisfaction results.He/she will need to communicate in a highly proactive manner and will serve as the ambassador for Sirva, ensuring that all customer issues are resolved as quickly as possible.Due to the high-touch level of service required, the EVIP Consultant will handle a reduced caseload.

What You’ll Be Doing

Oversee the delivery of the entire spectrum of relocation management services, including policy counselling, destination services, household goods shipping, destination services, intercultural services, visa/immigration services, language training, ongoing assignment support, and repatriation.
Interpret the designated clients’ relocation policies and procedures and evaluate different options to provide advice and consultation to relocating employees based on their particular needs and country-specific requirements.
Anticipate, manage and resolve problems quickly and creatively
Partners with other internal customer support teams and external providers to ensure all customer needs are promptly met, coordinating and responding as a single support team for the customer
Consult with clients on authorised services and potential exceptions
Respond to relocating employees on the same business day, ideally within 4 hours
Provide on-going consultation to the customer during the entire length of the international assignment
Prepare status updates reports of their files and participate in weekly client meetings as required
Become the Subject Matter Expert on client policy and operating procedures.
Recommend process improvements to drive efficiencies.
Participate, as required in Sales efforts, demonstrating a strong level of knowledge and passion for providing outstanding customer service.
Flexibility around working hours as some calls may be required outside of core hours to accommodate VIP employee schedules.
Ability to act as the single point of contact and accountability on all EVIP moves, ensuring that all supplier written communication has been vetted and that an employee is never asked for the same information by multiple parties.
May include face to face visits with the relocating employee at key milestones of the move (if authorised and paid for by the client)

Education/Experience

High school diploma or equivalent
University degree or 3-4 years’ work experience in a customer experience, business operations role
Minimum of 5 years’ mobility experience with demonstrable VIP management experience
Overall Quality scores of 4.6 or above for the past year (for internal candidates)
Proven ability to maintain a sense of urgency and priorities while delivering results in a fast-paced environment

Technical Skills

Digitally focused with demonstrated comfort utilizing multiple technology platforms as an integrated component of their day-to-day role.
Embraces new technology and can easily incorporate into ways of working.
Ability to navigate multiple technology platforms simultaneously.

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 anticipate potential problems and develop effective solutions without immediate direction or supervision
Able to think creatively and successfully navigate ambiguity to solve problems quickly and efficiently.
Strong accountability for success of customer experience.
Curiosity and hunger to learn and to grow alongside a transforming organization.

Social & Emotional Skills

Strong customer service and trusted advisor mindset in both proactive and reactive scenarios.

Able to easily and quickly build trusted relationships through a customer service mindset in both proactive and responsive scenarios. Ability to support multiple VIP personas, and to customize communication style to each VIP and their family.

Able to operate in a team environment with shared goals and responsibilities, in support of positive customer experiences.
Displays confident, calm demeanor, particularly in difficult, emotional, or stressful situations.
Strong collaborator and team player.
Demonstrates a global mindset and is culturally aware.
Excellent written, verbal communication and interpersonal skills.

At Sirva, we are committed to fair and transparent compensation practices. In accordance with applicable state and federal laws, we provide the following salary information for this position:

Position Title: EVIP Consultant
Salary Range: $66,000-$83,000 USD
Benefits: Comprehensive benefits package that includes Medical, Dental, Vision, 401(k), FSA/HSA, Employer HSA Match, Life & Disability Insurance, Paid Time Off, Volunteer Time Off, ID Theft Protection Plan and more. Benefits are based on employment status and may not be available for temporary or non full-time employees

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

For positions available outside the United States, salaries will take into account local currency and market conditions, which may differ from the USD 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.