BGRS Canadian Government Open Positions

Role Overview This application is for three Canadian Government positions. If you meet the eligibility criteria for screening, a Talent Partner will review each role with you and collaborate to determine the best fit based on your skills and experience. Shifts: Monthly rotations between 8:00 AM–4:30 PM, 9:30 AM–6:00 PM, and 11:30 AM–8:00 PM, Monday to Friday. These positions are 100% in-office at our Ottawa location: 80 Aberdeen Street, Suite 100, Ottawa, Ontario, K1S 5R5, Canada. A Reliability Status security clearance, granted by CIISD, PSPC, is required. The clearance application process will be managed by the Sirva Company Security Officer (CSO). Candidates must have a verifiable history of residing in Canada for the past five consecutive years. Customer Service Agent As a Customer Service Agent, you will contribute to Sirva’s success by serving as the first point of contact between Sirva and our current customers. The successful candidate will be able to accept ownership for effectively handling customer issues and inquiries while ensuring customer satisfaction is at the core of every decision.

• Receive phone calls, emails, and online chat requests, providing answers about the relocation policy to our customers
• Effectively solve customer inquiries
• Ability to communicate clearly when handling different topics
• Identify customers’ needs, understand and clarify the information
• Research every issue to provide solutions
• Collaborate with your team and other team members to solve problems and share knowledge
• Build sustainable relationships and engage customers by going the extra mile.
• Ability to assume additional responsibilities and work flexible hours as required
• Work with minimal supervision in a fast-paced environment
• Perform various administrative tasks to support the Contact Centre
• Hourly rate: $19.23CAD

Planning Session Agent 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. 

• 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
• Hourly rate: $21.54CAD

Claims Processing Coordinator As a Claims Processing Coordinator, you will contribute to SIRVA’s success by being responsible for the processing/verification of claims, advances and supplier invoices for our clients. Claims will be from receipt through resolution in accordance with all policy, guidelines and quality standards as per our service level agreement. As well you will analyze claims, advances, and supplier invoices to determine if eligibility requirements and claim filing requirements are met and make determinations based on the type of claims. Also there is a responsibility to achieve the expected evel of service as required based on our Service Level Agreements. Additionally, the expected relocation costs of service delivery must be achieved within the prescribed policies and timeframes.

• Expense claim management in accordance with the relocation policy (verification and reconciliation of expenses)
• Analyze claims, advances and supplier invoices, to determine if eligibility requirements and claim filing requirements are met and make determinations
• Process all claim types by determining corrective action to be taken on various types of errors generated by the system and resolving these errors.
• Accurate and timely completion of invoice verification functions
• Deal tactfully with people in a wide variety of situations to convey a favorable corporate image
• Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
• Identify area of opportunity and utilize skill/ knowledge to suggest improvements
• Data entry
• Analytical and detailed oriented with effective time management skills
• Excellent administrative skills, including record keeping
• Understanding of the Customer’s relocation budget in accordance with Relocation Policy, and the standard operating procedures
• Provides direction/information to clients and from time to time service providers as required to ensure excellent coordination/execution of work with minimal disruption
• Assist General Inquiries team with miscellaneous CAF Member communication (chats, emails, phone calls, voicemails)
• Perform various administrative tasks to support the Contact Centre

• Hourly rate: $21.54CAD

Other Information

• Reliability status security clearance granted by CIISD, PSPC is required; the security clearance application will be facilitated via the Sirva Company Security Officer (CSO)(candidates need to have 5 consecutive years of verifiable history of living in Canada)
• This job posting is for an existing vacancy.

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.