BASIC JOB SUMMARY: This position has the responsibility for the support of the Air Evac Lifeteam members and supervision of the Retention and Membership Services R epresentatives. This position supports the Retention and Membership Services Specialists by overseeing the preparation for daily activities and assist with questions or member concerns the representative is not equipped to answer. This position will be responsible for recurring training. This position will also be responsible for the overall retention rate of our members, as well as NMF, among other responsibilities.
II. QUALIFICATIONS:A. Education:
i. High school graduate
i. Management experience preferred
ii. Two years customer service preferred
iii. Microsoft Office Suite, particularly Word and Excel
iv. Function in a fast paced office
v. Coordination of multiple phone system
vi. Typing skills
i. Customer service and etiquette
ii. Office support
iii. Sales/marketing support
III. PERSONAL CHARACTERISTICS:
A. Positive attitude and displays leadership and enthusiasm
B. Good interpersonal skills, outgoing personality
F. Dependable (must be able to maintain a level of measurable productivity)
G. Must be very accurate.
H. Good communication skills.
A. Supervise Retention sand Membership Services Representatives.
B. Conducts quality assurance of phone calls and overall customer service
C. On-going training and coaching of Retention and Membership Services Specialists
D. Oversee production of Daily and monthly reports as requested
E. Oversee the Retention and Membership Services Specialists daily duties and overall
F. Daily, weekly and monthly incentives to motivate Retention and Membership Services
G. Handles employee questions, issues or concerns
H. Other duties as assigned