YPO

  • Renewal Specialist

    Job Locations US-TX-Irving
    Posted Date 1 month ago(3/20/2018 11:43 PM)
    Job ID
    2018-1440
    # of Openings
    1
  • Overview

    Support 24/5 phone support for YPO members going through annual renewals process. Provide timely and memorable customer experience for YPO members. Leverage knowledge of customer service best practices, Salesforce, general browser platforms as well as renewal frequently asked questions.

    Responsibilities

    • Manage large amounts of incoming calls
    • Cover either 8 to 5 PM CT or 4 PM to 1 AM CT time frames
    • Identify and assess customers’ needs to ensure timely resolution and satisfaction
    • Provide accurate, valid and complete information using technology tools, training material and available resources
    • Meet persona/team customer service targets and call handling SLAs
    • Handle member complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
    • Keep records of customer interactions in Salesforce
    • Follow communication procedures, guidelines and policies

    Qualifications

    Experience/Background
    • Familiarity with CRM systems and practices; Salesforce preferable
    • Strong phone contact handling skills and active listening
    • Excellent communication and presentation skills
    • Ability to multi-task, prioritize and manage time effectively

     

    Skills
    • Customer Service
    • Phone Skills
    • Computer Skills
    • Problem analysis and problem-solving
    • Listening Skills
    • Ability to Work Under Pressure
    • Positive Attitude
    • Documentation Skills

    EEOC

    YPO is an Equal Opportunity Employer. YPO takes pride in supporting a diverse workforce and demonstrates this through its policies and practices. YPO does not discriminate in recruiting, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability or any other legally protected status.

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