Member Services Supervisor

at  Global Rescue

QUALIFICATIONS

• 3+ year’s supervisory experience coaching direct reports to develop their skills and achieve business goals
• Previous sales and/or training experience a plus
• Strong communication and negotiation skills
• Excellent organizational and leadership skills
• Attention to detail and follow through
• Fluent in English
  COMPENSATION: Based on experience + quarterly incentives + benefits

ROLE OVERVIEW

This position is responsible for the coaching and development of a team of Member Services Associates in a fast-paced, dynamic environment. The Supervisor is responsible for leading, motivating, and providing feedback to aid associates in providing best in class customer service. In this role, you will ensure that the needs of our members are met quickly, efficiently, while finding the right solutions for their travel needs. You will also drive sales and identify new revenue opportunities.

RESPONSIBILITIES

• Effectively manage and lead a team of Member Services Associates throughout the employee life cycle – hiring, motivating, providing guidance, and performance management
• Lead and coach the team to achieve daily, weekly, and quarterly sales goals while ensuring member satisfaction
• Identify opportunities for outbound call campaigns to increase revenue
• Provide guidance to the team on how to respond to members needs and ensure high quality and efficient responses
• Identifies opportunities to update or improve customer service procedures and make recommendations for process improvement
• Ensure departmental standards are met by monitoring calls and performance metrics to provide feedback and coaching
• Become a Global Rescue expert and provide classroom training to all company new hires on Global Rescue services and offerings
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions and collaborate with Marketing to create member collateral