Customer Experience

SIRVA BGRS is the global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With SIRVA BGRS locations and franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self-service and human support. By leveraging our global network, we deliver a superior experience that only a “one-stop shop” can provide. We’re a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it
Why work for SIRVA BGRS? Being an international brand with a cross regional structure your career opportunities could be endless You can make colleagues, connections and friendships the world over with SIRVA BGRS.
Diversity and inclusion is part of our service and therefore is part of our DNA. At SIRVA BGRS our Inclusion, Diversity & Equity Alliance (I.D.E.A) is our global initiative that imprints itself to our identity.
SIRVA BGRS has invested in benefits to its employees across health & wellbeing and financial rewards. We are proud to support a flexible hybrid way of working supported by our Work From Home and Core Flex Hours policy - trust & communication Is key to this model and encourage all employees to discuss with their People leaders what works best for you.

Role Overview

**In response to the COVID-19 pandemic all interviews are being conducted virtually.
If selected for an in-office position, you will work remotely while BGRS operates under mandatory telework.

What You'll Be Doing
General
- Manage and resolve escalations in a timely manner while demonstrating exceptional interpersonal skills with a customer-centric mindset
- Monitor customer inquiry channels regularly to ensure resolution within the defined service level agreement (SLA) and implement any action plans based on survey results
- Ensure all service level data elements are timely and accurately entered into our operational database
- Ensures outlined Key Experience Metrics and customer/client SLAs (e.g. customer satisfaction, responsiveness) are met or exceeded.
- Provide recommendations to enhance procedures and processes, based on trend identification and reporting of key metric and in alignment with business objectives.
- Completes auditing and data quality review to ensure the accuracy of the team’s work
- Ensure integrity of customer status and data by documenting requisite information in Zendesk
- With a continuous improvement mindset, identify opportunities for automation and improved efficiencies, work with the management team to implement
- Resolve technical issues and defects of varied scope and complexity
- Demonstrates openness, adaptability, positivity and receptiveness in order to fully embrace change and adjust within a dynamic business environment.
- You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation.
- Flexibility in work schedule may be required to support 24/7 business model.

People Management
- Coordinate and/or conduct training for all new hires and for employees on an ad-hoc, as-needed basis
- Provide leadership and direction to a team of direct reports in a matrixed environment
- Guide the team to success through meaningful performance objectives that align with organizational strategy
- Provide Employee feedback in weekly 1:1 sessions. Honestly evaluate, document, and discuss each direct report's progress toward objectives and goals
- Support team in all aspects of their employment, including: talent development, employee recognition, performance appraisals and also acting with immediacy for any areas for performance improvement
- Work with leadership and Workforce Management teams to ensure adequate staffing, delegation of work, resources, training and coaching

What You Bring to BGRS
General
- University or College Degree preferred or commensurate work experience
- Superior ability to identify and understand customer needs and address them in a timely manner
- Excellent written, verbal communication and interpersonal skills
- Ability to engage with clients in a supportive and confident manner as part of escalation management and resolution
- Exceptional customer service mindset in both proactive and responsive scenarios
- Background in omnichannel communication environment
- Digitally focused with demonstrated 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
- Able to operate 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 pr