at SIRVA, Inc. in Oakbrook Terrace, Illinois, United States
Job Description
Role Overview
As an Executive VIP Lead, 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 Lead 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 Lead 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 Lead 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)
What You Bring to Sirva
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
Overall Quality scores of 4.4 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... For full info follow application link.
