Member Care Specialist
Brief Summary of Position
The Member Care Specialist plays a consultative advisory role to current members and UPIC subscribers, creates full value for current members to ensure retention goals are met, and boosts new member sales from UPIC and branch leads.
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Reporting Structure
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Reports To
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Title
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Department
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Sr. Mgr, Member Relations
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Member & Regional Relations
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Job Status
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FSLA Status (E/ NE)
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NE
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Job Status (FT/PT/Temp)
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FT
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Daily Schedule (Flex N-Flex)
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N-Flex
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Essential Functions and Key Responsibilities:
1. Meet or exceed plan member retention rate in assigned territory;
2. Contact members IAW Messaging Calendar as assigned through iMIS (approximately 50 outbound calls per day);
3. Support inbound UPIC subscriber needs in assigned territory;
4. Activate “UPIC registrations pending” in assigned territory;
5. Convert “pending UPIC registrations” to membership;
6. Assist assigned Member Sales Representative as required to meet or exceed plan new member activation goal; and
7. Service all inbound calls irrespective of territory or caller requirement.
Association Wide Responsibilities & Values: (expectations of everyone)
- Provide honest and ongoing communication as needed to support success throughout the organization
- Meet established deadlines for all projects, reports and communications for all audiences both internally and externally.
- Provide high-quality products, reports, communications and projects for all audiences internally and externally.
- Be fair, consistent, responsive and supportive of leaders, staff, board members, members and vendors
- Help PPAI to continually seek improvement. Be prepared to personally manage changes taking place within PPAI and the industry.
- Be empowered, accountable and responsible for your career success, actions, influence and impact upon the organization as a whole
Non-Essential Functions or Responsibilities:
1. Follow-up on assigned “branch” member leads;
2. Convert “branch leads” to membership; and
3. Represent PPAI Membership at tradeshows as assigned.
Education Requirements
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School/Certification Authority
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Degree/ Certification
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Major/ Minor
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High School
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Required
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College Degree (preferred)
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BA/BS
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unspecified
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Experience Requirements
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Type of Work
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Years of experience
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Depth of Experience
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Other Details
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Outbound messaging
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2+ yrs
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60+ calls per day
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Able to make quality calls
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Inbound call center
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2+ yrs
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20+ calls per day
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Able to take calls providing quality answers
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Knowledge, Skills and Abilities
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KSA’s
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Years of experience
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Depth of KSA’s
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Other Details
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Exemplary customer service
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2+ yrs
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high
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Follow guidelines for CS and meet all goals
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Attention to detail
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2+ yrs
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high
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CRM experience?
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Excellent written and verbal skills
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2+ yrs
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high
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Able to provide quality communications without constant revision by management
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Demonstrated proficiency in Microsoft Office suite
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2+ yrs
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moderate
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Excel, Word, Outlook
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Strong goal orientation
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2+ yrs
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high
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Able to understand and work toward a goal
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Physical Requirements:
*Sitting: minimum 7 hours (in ACD queue)/ 0% on show floor
*Standing: minimum 4 hours (tradeshow related) 100% at show
*Lifting:25 pounds (tradeshow related)
*Pushing/Pulling: 25 pounds (tradeshow related)
*Bending/Stooping: 25 pounds (tradeshow related)
*Extended work hours, extended weeks (endurance requirement): some weekends (tradeshow related) Yes
Work Environment:
*Office environment
*Trade show floor or event venues: travel multiple days per trip, up to 5% (tradeshows)
*Temperature controlled
Send Resume to Apply@ppai.org
EOE