Customer Experience and Operations Lead

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 Team Leader, Client Services you will contribute to BGRS' success by serving as the key advisor to BGRS executive level customers in their mobility journey. In addition, you play a critical role in providing training, onboarding and coaching to Consultants on the team in support of the customer experience and superior team service. This role is service and team focused, with the organizational ability to support, monitor and consult with VIP customers across a large client base. You enhance the customer experience journey through role modeling positive consulting behaviors, providing guidance to other team members, and identifying areas of opportunity and solutions for improvement

**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
- Serves as the primary point of contact for VIP and executive level customers, placing proactive calls, seamlessly advising on the authorized services and policies to be provided, and connecting at meaningful moments throughout their 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.
- Acts as the team technology SME, being the first to engage and support team member training and adoption of new tools and features.
- 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 VIP customer's needs.
- Fully understands customer needs and concerns by asking questions, listening carefully, showing empathy and using expertise to provide sound guidance throughout the customer mobility journey.
- Acts as a customer escalation point for the team and client base, demonstrating an ability to calmly and effectively resolve challenges and create solutions in support of the customer experience.
- Leads team member training, providing on the job development, new team onboarding and ongoing coaching in support of team customer experience goals.
- Manages team or client reporting to help monitor Key Experience Metrics, SLA, survey data, and any other requested ad-hoc information.
- Train and coach to BGRS' customer experience standards, assuring that both the new and experienced consultants on the team have the tools and resournces needed to best operate in their roles.
- Regularly utilizes, and assists others in the utiliziation of, the Digital Policy Solution to access client policy information to ensure timely and accurate information is adequately conveyed to the VIP customers.
- 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.
- Expert ability to advise on, and coach others 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.
- 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 and seeking resolution to any escalated customer issues.
- 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.
- Identifies customer and client trends, and shares these to leadership to enable the continual development of technology, products and services in support of the customer experience vi