Role Overview

As a Planning Session Agent, you will contribute to Sirva’s success by providing relocation policy advice to our Customers through scheduled planning sessions across different channels – telephone, video call, and chat. All relocation advice must be administered within the prescribed Relocation Directive, while also meeting the expected level of service as required based on our Service Level Agreement. 
 
The successful candidate will be able to accept ownership for effectively handling customer issues and inquiries; ensuring customer satisfaction is at the core of every decision.  

What You’ll Be Doing  

• Deliver a daily average of seven 30 minute planning sessions as requested by Customers 
• Record detailed notes for each planning session in the Customer’s profile for future review 
• Review and reconcile relocation files, ensuring compliance with the Relocation Directive 
• Review Customer’s submitted expense claims, while providing guidance as to what is required for future claims submissions 
• Effectively resolve complex relocation problems within the constraints of the Relocation Directive 
• Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner 
• Identify areas of opportunity and utilize your skill and knowledge to suggest improvements 
• Effectively manage your time while working in a fast-paced environment 
• Various administrative tasks including record keeping and data entry

• Assist General Inquiries and Claims team with processing claims and miscellaneous CAF Member communication and expense management (chats, emails, phone calls, voicemails, advances, claims and TPSP payments)
• Perform various administrative tasks to support the Contact Centre

What You Bring to Sirva

• Background in relocation services is an asset 
• Professional, self-starter with the ability to assume additional responsibilities and work flexible hours as required 
• Previous experience in a customer support role through a contact center is an asset 
• Capable of using different methods of communication simultaneously; i.e. email, telephone, video call, and chat 
• Good interpersonal and communication skills 
• Superior customer service skills and orientation 
• Collaborative style needed 
• Ability to maintain professionalism at all times under stressful situations 
• Strong organizational skills 
• Ability to plan and manage work under time constraints, without direct supervision 
• Bilingualism is an asset 
• You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation.

Other Information:

• Reliability status security clearance granted by CIISD, PWGSC is required; the security clearance application will be facilitated via the Sirva Company Security Officer (CSO)

What Sirva Offers

• Competitive salary and incentive plans
• Workplace flexibility for a balanced work/life approach
• Comprehensive benefits packages and wellness program
• Generous company-paid vacation days and holiday time
• Challenging, collaborative, diverse corporate culture
• Ongoing opportunities for learning and career development
  
  

SIRVA Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 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. From relocation and household goods to commercial moving and storage, our portfolio of Brands (SIRVA, Team Relocations, Allied, northAmerican, & SMARTBOX) provides the only integrated moving/relocation solution in the industry. 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. For more information please visit www.sirva.com.

SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!
 
At SIRVA, we're committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.  

SIRVA is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. SIRVA also prohibits harassment of applicants and employees based on any of these protected categories.

If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at HRSIRVA@SIRVA.com and let us know the nature of your request and your contact information.