Non-profit Membership Organization - Flex Coach Alpine Access
THIS JOB HAS EXPIRED Reports To: Team Lead
Schedule: 12P-9P M-F
-Applicant must be fully up-trained
Summary: Serve as the primary point of contact for AARP members and non-members on all matters related to membership, and non-AARP Services, Inc. products and services relevant to the 50+ population. Associates will provide members with high quality service that builds relationships, resolves their issues and results in member satisfaction. -Must current be an agent on the AARP program to be considered.
Position Objective: Achieve the highest level of member satisfaction through World Class service. Communicate clearly and concisely, attending to each call professionally and in compliance with AARP policies and procedures.
High School Diploma or GED required
Some College preferred
A criminal background check that includes a review of state and federal convictions of any kind in each state in which such person has worked or resided during the prior ten (10) years
?Specially Designated Nationals List? maintained by the U.S. Department of the Treasury?s Office of Foreign Assets Control;
Verification of all professional designations or licenses claimed by such person
Professional Experience / Qualifications:
1-2 years customer service experience (some call center experience required)
1-2 years retail sales or sales experience
Demonstrate retention experience and ability
Demonstrate consultative communication skills
Demonstrate customer service oriented skills and ability
Ability to communicate clearly and confidently
Professional demeanor a must
Ability to use phone system
Ability to use Windows and Internet web browsing computer applications
Excellent data entry speed and accuracy
Strong listening skills
Ability to multi-task
Strong interpersonal skills
Demonstrate Empathy skills
Able to affectively attend to a large volume of calls while maintaining quality customer service standards
Adaptive to change
Responsible for utilizing customer service skills to:
Use customer service skills to effectively attend to new and renewing memberships
Build relationships with members that creates a positive member experience that ultimately fosters loyalty and trust
Use customer service skills to diffuse the irate customer
Identify needs and provide prompt resolution to inquiries and problems
Develop strong rapport with caller early in the contact
Capture data and enter clearly and accurately
Express flexibility to troubleshoot problems and provide solutions
Successfully transition escalated member inquiries into positive interactions
Follow through on all calls
Position is 50% CCP calls and 50% coaching as scheduled.
Coaching duties include chat support for CCPs; QA evaluations at the pace of 10/CCP/month.
Taking escalated calls from CCPs and resolving customer issues effectively and with positive outcome.
Previous Coaching experience at Alpine Access required including report generation and analysis.
Attendance at client meetings as required.
||1120 Lincoln Street |
Denver, CO 80203
THIS JOB HAS EXPIRED