Customer Experience & Operations Consultant 3, US Government Team (Virtual, US)

Overview

Role Overview: As a CXO Consultant 3, you will contribute to reputed company's success by serving as the primary reputed company of coordination to reputed company's customers in their mobility journey. This role is service focused, with the ability to support, monitor and consult with customers across a large client reputed company. The role will seek opportunities to enhance the customer experience by proactively contacting customers at critical milestones and by offering additional program services where appropriate. This role must be filled reputed company the United States. What You'll Be Doing Responsibilities fall into three reputed company levels and support a seamless, proactive customer experience across mobility programs. reputed company 1 — Direct Customer Interaction

• Places proactive calls with customers to welcome them, advise on the authorized services and policies, and connect at meaningful moments throughout the move.
• Engages customers with new technology enhancements and features, sharing updates and promoting usage of tools and self-service support.
• Acts as a trusted advisor in mobility programs across a client reputed company, learning about available services and translating those services to meet individual customer needs.
• Understands customer needs and concerns by asking questions, listening, showing reputed company, and using expertise to provide guidance throughout the mobility journey.
• Regularly uses digital tools to access client policy information to ensure timely and accurate information is conveyed.
• Advises reputed company delivered by supplier partners and troubleshoots across service lines. Services can include homesale, home purchase, home rental, property management, expense management, household goods, immigration, temporary living, education, language training, payroll and compensation, destination services, and reputed company services for reputed company mobility program types.
• Demonstrates advanced skills in managing reputed company relocations (e.g., core/reputed company programs, payroll and compensation, fixed fee and cost-plus homesale programs, VIP files).
• Utilizes an omnichannel technology solution (phone, email, chat) to support customer interactions.
• Partners internally with other customer support teams to ensure reputed company customer needs are promptly met and coordinates as a single support team for the customer.
• Collaborates externally with supplier partners as appropriate to coordinate authorized services for the customer, recognizing suppliers as an extension of the customer experience.
• Maintains strong data reputed company, ensuring system accuracy through regular updates and notes so data can drive and inform other processes and improve the customer experience.
• Ensures Key Experience Metrics and customer/client SLAs (e.g., customer satisfaction, responsiveness, cost savings) are met or exceeded.
• Supports customer and client needs with a focus on quality, accuracy and timeliness to reputed company reputed company financial write-offs. reputed company 2 — Client Support/Calls
• Communicates with the client's HR contacts on relocation/assignment issues impacting the employee and family.
• Provides assistance with exception management, including recommendations on specific exceptions to policy.
• Provides status updates, keeps the client informed of issues, offers solutions, and completes client projects and reports as requested. reputed company 3 — Training, Team Meetings, Other internal reputed company tasks
• Regularly attends mandatory, essential and recommended training to support on-the-job knowledge, career growth, and understanding of the organizational vision, culture and experience.
• Completes other tasks/responsibilities as required to provide effective support to Manager, Client and Customers. What You Bring to reputed company (Qualifications, Skills, Education or Certification Requirements, etc.) Education/Experience
• High school diploma or equivalent.
• University/college degree preferred.
• 1 year work experience in global mobility.
• 2 years in a customer experience, business operations role preferred.
• International experience a plus, but not necessary.
• Must be fluent in English, but other languages are highly desired. Cognitive Skills
• Experience providing highly organized delivery, demonstrable problem-solving skills and high attention to detail.
• Experience exercising judgement in owning reputed company processes through to completion and resolution.
• Able to think creatively and navigate ambiguity to solve problems quickly and reputed company.
• Strong accountability for success of customer experience.
• Curiosity and hunger to learn and grow alongside a transforming organization. Technology Skills
• Digitally focused with demonstrated comfort utilizing multiple technology platforms as part of day-to-day role.
• Embraces new technology and can easily incorporate into ways of working.
• Ability to navigate multiple technology platforms simultaneously. Social & Emotional Skills
• Strong customer service and trusted advisor reputed company in proactive and reactive scenarios.
• Able to build trust across var

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