Consultant, Customer Experience and Operations

Who is BGRS?

At BGRS, we move the people that move the world, enabling opportunities by connecting people and places.

We relocate people across the globe, supporting and guiding their journey by administering benefits on behalf of our clients. Synchronized with our clients for success, we transform mobility programs into a means of recruitment, development, and retention of talent. Our client partners include some of the largest global organizations, as well as mid-tier growth companies and government agencies. As a leading company in global talent mobility, we are committed to fostering an engaging, flexible, and inclusive environment that encourages growth and collaboration. We look forward to welcoming you to our team where you can experience what partnership and talent mobility can achieve.

Role Overview
As a Consultant you will contribute to BGRS' success by serving as the advisor to BGRS customers in their mobility journey. This role is service focused, with the organizational ability to support, monitor and consult with customers across a large client base. Additionally, this role will seek out opportunities to enhance the customer experience, both by proactively contacting the customer in recognition of critical milestones in their journey and by offering additional program services, where appropriate.

**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
- Places proactive calls with customer to welcome them, advise on the authorized services and policies to be provided, connecting at meaningful moments throughout the move.
- Engages and adopts new technology enhancements and features, sharing these updates and promoting them internally and with customers to encourage high usage of tools and self-service support.
- Serves as a trusted advisor in the mobility programs across a client base, learning and understanding about available services, and translating those services confidently when speaking to each individual customer's needs.
- Works to fully understand customer needs and concerns by asking questions, listening carefully, showing empathy and using expertise to provide sound guidance throughout the customer mobility journey.
- Regularly utilizes the Digital Policy Solution to access client policy information to ensure timely and accurate information is adequately conveyed to the customer.
- Understanding customer personas, tailors 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.
- Ability to advise on services delivered by our supplier partners and trouble shoot across service lines. Services include housing, household goods, immigration, temporary living, education, language training, payroll and compensation, and any other related services for all mobility program types.
- Manages a high volume of customer files seamlessly, and across varied clients and locations, to ensure excellent customer service and satisfaction.
- Partners internally with other customer support teams (Global Customer Support, Home Sale Services, Client Accounting, Client Financial Services and other support teams as required) to ensure all customer needs are promptly met, coordinating and responding as a single support team for the customer.
- Collaborates externally with supplier partners as appropriate, to coordinate authorized services for the customer, recognizing these suppliers are an extension of the customer experience.
- Dedicated to strong data integrity, ensuring system accuracy through regular upkeep of file notes, updates, and information, so that system data can be used confidently and reliably to drive and inform other company processes and to contribute to a smoother customer experience.
- Cognizant of customer trends; articulates and shares these to leadership to enable the continual development of technology, products and services in support of the customer experience vision.
- Ensures outlined Key Experience Metrics and customer/client SLAs (e.g. customer satisfaction, responsiveness, cost savings) are met or exceeded.
- Appropriately utilizes other customer support teams and adopts new processes as they are introduced.
- Regularly engages in mandatory, essential and recommended training to support on the job knowledge, career growth, and understanding of the organizational vision, culture and experience.

What You Bring to BGRS

Education/Experience
- High school diploma or equivalent.
- University degree or 3-4 years' work experience in a customer experience, customer service or business operations role.

Cognitive Skills
- Experience providing highly organized delivery, demonstrable problem-solving skills and high attention to detail.
- Experience of exercising judgement in owning complex processes, th