Evip Consultant

Role Overview
As an EVIP Consultant, you will contribute to Sirva's success by serving as the key partner to VIP customers in their mobility journey. This role is relationship and service-focused, with the organizational ability to support, monitor, and consult with customers across a large client base. This role takes ownership of understanding the VIP customer’s program details, partnering with internal service delivery groups and with external suppliers to ensure the program benefits are properly delivered. Additionally, this role will seek out opportunities to deepen the customer relationship with Sirva, 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
- Lead briefing/orientation calls with each VIP customer or their delegate to welcome them and advise on the authorized services and policies to be provided. Briefing and other meetings may need to be delivered in person; travel may be required.
- Flex service offering tailored to individual needs, including communication with delegates, utilization of Relo Access, omnichannel, and in-person support.
- Serve as an expert in mobility, acting as the single point of contact for available services, and translating those services confidently when speaking to each customer’s needs.
- Work to fully understand the customer needs and concerns by asking questions, listening carefully, showing empathy, and using expertise to provide sound guidance throughout the VIP customer mobility journey.
- Understand the customer personas, and tailor 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.
- Proactively reach out to our VIP customers or their delegates at critical milestones within the lifecycle of the relocation journey.
- Manage a low volume of exclusively VIP customer files seamlessly, and across varied clients and locations, to ensure excellent customer service and satisfaction.
- Educate and consult with the customer and delegate on services including, but not limited to housing preferences, household goods movement, immigration requirements, temporary living arrangements, schooling needs, language training needs, payroll and compensation, and any other related services for all policy types.
- Advise and manage lifestyle services.

What You Bring
General
- Excellent written and verbal communication skills required in English; multi-lingual abilities are a plus (not required)
- Demonstrates a global mindset and is culturally aware.
- Strong interpersonal skills, including empathy, calm demeanor, accommodating and confident
- 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.
- Background in omnichannel communication environment, as well as comfort utilizing multiple technology platforms as an integrated component of their day-to-day role.
- Ability to multi-task and prioritize in a fast-paced environment, while being in high-pressure and difficult situations
- Able to self-manage and work autonomously, while also operating in a team environment with shared goals and responsibilities, in support of positive customer experiences.
- Proficient in Microsoft Windows environment (Teams, Excel, Word, PowerPoint, SharePoint)
- Career-oriented individual looking for a long-term association.
- Experience providing highly organized delivery, demonstrable problem-solving skills, and high attention to detail.
- Experience in exercising judgment in owning complex processes, through completion and resolution. Is solutions-oriented and resourceful.
- Able to think creatively and successfully navigate ambiguity to solve problems quickly and efficiently, while leveraging a strategic mindset and identifying trends
- Curiosity and hunger to learn and to grow alongside a transforming organization.
- You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation.

Role-Specific
- Vast and in-depth mobility experience

Other Information
- Flexibility around working hours as some calls may be required outside of core hours to accommodate VIP client base