General Staff Jobs

Texas Restaurant Association Job Description

JOB TITLE:                      Director of Membership

REPORTS TO:                Chief Operating Officer

DIRECT REPORTS:       N/A

INDIRECT REPORTS:  Member Engagement Managers/Directors

Non-Exempt, Full-Time

JOB SUMMARY:

The Director of Membership is a critical role to the marketing and sales of membership and the products & services that provide financial value to members of the Texas Restaurant Foundation (TRA). Through execution of a successful sales & marketing strategy and campaigns targeted to articulate the value of membership and the TRA’s benefits to operational efficiency, training products, and partner services, the Director of Membership can drive growth, retention, and satisfaction of membership. Their focus is on identifying and responding to the opportunities across the State to grow membership and ensure new members are engaged, including driving members’ adoption of available benefits, products, and services (BPS). Working with the Marketing Manager, Regional Executive Directors, Member Engagement Managers/Directors, and leveraging partnership opportunities with like-minded organizations, the Director of Membership produces new members, maintains / increases the Association’s high member retention rate and level of member engagement, and increases the non-dues revenue stream driven by BPS adoption amongst existing membership. Role is based in the Austin office.

DUTIES:

Member Acquisition, Benefits Products & Services Adoption (30%)

Core to the success of the TRA is a strong membership, counted not only in number of members, but strength of engagement and adoption of available benefits, products, and services. The Director of Membership is the leader responsible for the success of membership development and retention. Key activities include:

·      Develop and execute all membership related acquisition strategies and promotions across internal staff and external membership development partnerships.

·      Track, evaluate, and promote the adoption of TRA member benefits, products, and services, with the goal to improve immediate adoption by new members and increase overall adoption penetration amongst existing members.

·      Collect, analyze, and review member input on products and services with the Chief Operating Officer and Director of Partnerships to refine offerings that best serve the needs of TRA membership.

·      Collaborate with Executive Directors to manage and ensure member engagement staff are successful in their new member acquisition, BPS adoption, and member retention targets/goals.

·      Identify mid to large size member opportunities and work with local team to execute high-touch member recruitment strategy, with special focus on top 100 franchisee operators and business in the $50M+ gross annual revenue and above categories of membership.

·      Collaborate with Chief Operating Officer and NRA membership rep to plan and execute national membership growth events and direct outreach, increasing the total TX-domiciled national members.

Member Engagement & Retention (30%)

As the TRA has evolved, engagement and retention with membership has expanded beyond issuing and collecting dues invoices. Regular contact with members across the State is critical to maintaining an engaged and involved membership. The Director of Membership will be responsible for:

·      Successfully executing the annual member life cycle engagement plan, reviewing metrics with key stakeholders, and facilitating an ongoing cycle of continuous improvement and process refinement. Success is measured by meeting or exceeding the annual member retention goal.

·      Work with the Member Engagement Managers/Directors to ensure consistent engagement with existing members, management of existing member data within the organization’s CRM, and support the needs of members.

·      Develop and coordinate with the Events Marketing Team and Regional Office Teams a best practice model to ensure that membership recruitment/development is incorporated into all events across the state, with a standardized follow-up model and method of tracking to promote high post-event conversion.

·      Managing internal chapter development programs, including member referral incentive opportunities and other similar programs that both grow membership and ensure that all Chapters maintain minimum membership levels.

Membership, Benefits, Products, and Services Marketing (30%)

Leveraging the strength of the TRA’s advocacy and thought leadership position within Texas’ foodservice industry, the Director of Membership develops a comprehensive membership and product marketing plan in collaboration with the Events Marketing Department to reinforce the value of membership and articulate the importance of using the resources provided by the TRA to its membership in the areas of compliance and operational efficiency. Key activities include:

·      Contribute to the overall development of a robust internal and external communications strategy to engage with industry operators and convert to new members (acquisition) and drive perceived value of membership through products and services, and invaluable information unable to be acquired elsewhere.

·      Recommend, create, and execute ad hoc marketing campaigns to drive membership activities within the Member Engagement Team and amongst targeted groups (i.e. reinstatement of long-inactive members) to leverage all opportunities for membership growth.

·      Develop and execute comprehensive product roll-out, in collaboration with the Director of Partnerships, and subsequent marketing strategy to ensure successful promotion and adoption of new BPS and to reintroduce existing BPS to drive member awareness and adoption.

·      Develop and execute annual/periodic member surveys to support the creation of a cohesive communication plan and ensure relevant content for informative blogs, newsletters, and webinars.

·      Support news alerts and other up-to-the-minute pushes to members, keeping them appraised of relevant information and to advertise the training products and services offered by the TRA and its partners.

·      Establish a promotional calendar to guide the communication cadence and messaging around member value in collaboration with the Events Marketing Team, providing TRA partners exposure and opportunity to highlight the members-only discounts, rebates, and/or other services they offer to improve operational efficiency.

Administration (10%)

To support the activites of the role and membership in general, the Director of Membership will be responsible for:

·      Generate, review, and distribute weekly membership status update reports and identify areas of opportunity with internal stakeholders.

·      Measure key membership development benchmarks (acquisition and BPS adoption) and report on them to the Chief Operating Officer.

·      Maintain membership demographic information for use in promotional materials, government relations/lobbying, and Foundation activities.

·      Track, measure, and report on membership growth activities from external and internal campaigns, promotions, events, and strategic partnerships.

And all other duties as assigned.

QUALIFICATIONS:

·      Bachelor’s degree in business administration, Communications, or any other related field and 3-5 years’ experience in association membership sales, engagement, and retention, or 5-7 years’ experience in association membership sales, engagement, and retention.

·      Expert-level competency with Microsoft Office Suite (Office 365), Adobe Creative Suite, Canva, MailChimp or similar mass communications platform, and Salesforce/CRM experience preferred.

·      Competency with digital and social media.

·      Excellent verbal and written skills, Comfortable presenting to large crowds.

·      Proven attention to detail, highly organized, and able to handle multiple tasks simultaneously.

·      Ability to maintain a consistently positive outlook towards all members and staff.

·      Previous sales and marketing industry experience in hospitality/restaurant and/or member-driven associations.

Role requires some local (Texas) and/or national travel, not exceeding 5-10% of hours worked.

Send Salary requirements and date available in cover letter with resume.

Role does not have any special or extraordinary physical requirements.

As the industry which the Association serves operates 24/7/365, role may at times require availability outside of standard “9 to 5” business hours, as needed, for activities like special events/meetings or to respond to emergency situations as needed and/or directed by the C-Suite.

Texas Restaurant Association

*This position is located on-site at our Westlake, OH office

JOB OVERVIEW

The Director, Client Services provides strategic leadership and direction to the Client Services department to drive overall performance. Oversees cost effectiveness, productivity, and the delivery of client support procedures to nurture continuous improvement.

RESPONSIBILITIES & DUTIES

• Develops the Client Services strategy and tactics to drive the necessary changes to improve operating and organizational efficiencies
• Provides strategic direction to the company’s operational goals and objectives
• Oversees the management of Client Services, including staffing, training and development, problem solving, identification of team needs, and department budget
• Develops service-level standards focused on response time and issue resolution
• Establishes policies and procedures to produce high quality customer service delivery and reflect industry best practices
• Manages metrics, performance criteria, policies and procedures to continuously improve the client experience
• Analyzes and summarizes data and trends and formulates strategies to mitigate issues and presents to Executive Committee
• Uses customer insight and root case analytics to identify companywide improvements and presents to relevant stakeholders and Executive Committee
• Identifies new tools and technologies to better service the client
• Utilizes existing tools and recommends other tools to assist with the automation and optimization of client information, queues, and workflows
• Acts as the voice of the client across the company
• Coaches, mentors, and develops team members, oversees new associate onboarding, provides career development planning and opportunities
• Leads associates to meet company expectations for productivity, quality, continuous improvement, and goal accomplishment
• Maintains transparent communication by sharing appropriate organizational information through department meetings and one-on-one meetings, email and regular interpersonal communication

QUALIFICATIONS

• Minimum 10 years of experience in a fast-paced call center manager role, preferably in financial services
• Bachelor’s degree in Business Administration or related field; Master’s degree preferred
• Proven and successful experience driving positive change and influencing enhanced performance in a customer support department
• Established record of exceeding targets, KPI’s and SLA’s in a quality lead and compliant environment
• Proven and successful experience mapping customer journeys and creating customer support strategies

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

• Deep understanding of aligning departmental targets with the business KPIs
• Demonstrated proficiency in Microsoft Office

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

• Strategic Mindset
• Courage
• Drives Results
• Drives Vision & Purpose
• Develops Talent

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

Equity Trust Company

This role will require on-site presence at our facility in the Detroit, MI metro area.

A valid Property & Casualty insurance license is required.

The Licensed P&C Operations Manager will:

Manage the operations ensuring the results of the metrics set by the clients.

• Ensures Qualfon DSG complies with the performance metrics for client satisfaction and exceeding expectations and Performance Metrics (among others):

– Scorecard (Client)

– Quality

– Adherence

– Turn Times

– Throughput

• Analyzes report statistics and arrival patterns to ensure adequate staffing to ensure established service levels are achieved
• FGD (Focus Group Discussions) to help identify and address concerns from all levels of employees on the account
• Manage the accounts at the operational level, ensuring the production, cost and financial results of the metrics set internally
• Ensures Qualfon DSG complies with the internal metrics:

– Manpower Utilization (Internal Productivity)

– Attrition

– Production (hours)

– Others

– Forecasts account revenue and spending and to align so that revenue and EBIT goals are being met

– Understands and maximizes impact on financial performance of the operations department

– Manages report of productivity in terms of hours has produced vs. Paid hours

– Manages statistics on production (hours of operation), operating costs

– Monitors and analyzes the internal metrics related to the Productivity and Direct Costs, indirect cost, all related to the Financial part

Active communication and direct point of contact with the Vendor Management Offices in the US

• Organizes and attends Conference Calls
• Uses electronic (E-mail, chat, SMS)
• Makes and oversees Operational Escalations
• Strategizes, operates, gives and receives feedback, and escalations
• Provides updates as to the performance of the accounts

Analysis of results and Action Plan creation

• Analyzes areas of opportunity based on results obtained in different operational stages at the strategic level and produce and implement action plans
• Identifies gaps
• Defines action Plans for improvement
• Develops and implements strategic action plans and workflow processes
• Brings concerns and suggestions for improvement to the ManCom in their weekly meetings and deliberations

Talent Development

• Identifies and develop key personnel
• Provides feedback & coaching in timely manners
• Identifies and recommends training
• Identifies gaps in leadership team and create training and development plans to fills gaps as necessary

Personnel management

• Follows up meetings
• Organizes the agenda
• Forecasts to department training needs to meet desired FTE
• Develops and implements programs that enhance employee motivation and maintain positive work environment
• Provides leadership for management initiatives to develop a good communication between its member to drive performance

Area of expertise (Skills):

• Property & Casualty insurance license is required
• Must possess at least 5 years’ experience in Back Office Operations and Production, with at least 2 to 4 years in a Managerial capacity
• Advanced Microsoft Excel skills is required
• Microsoft Office skills
• Prior Sales experience required

Other Skills and Experiences:

• Six Sigma Green Belt (provided by Qualfon)
• Comfortable with all Microsoft Office products (i.e., Excel, PowerPoint, Outlook, etc.)
• Familiarity with pulling reports and analyzing data

Qualfon

Join Jack Link’s as a Sr. Customer Development Managerto grow and develop total Jack Link’s sales & profitability across Walmart by implementing detailed strategic sales plans. In this position, you will work closely within a department of Walmart as well as internal departments such as trade planning, marketing, e-comm and business intelligence.

The candidate will live in Northwest Arkansas and office at the local office located in Bentonville.

Your focus will be to:

• Build strong customer relationships with the buyer and replenishment team
• Develop solid DSMP (Distribution, Shelving, Merchandising, Pricing) plans that drive category growth
• Clearly understand customer strategy and align on annual business plans that meet growth expectations

Specifically, you will:

• Achieve top & bottom-line sales & profit goals
• Lead Joint Business Plans (JBP’s) across all segments (measured monthly, quarterly, and annually)
• Develop 1-3-year strategic customer plans by segment
• Provide transparent & timely communication to internal team members and our customers/brokers
• Develop plans for channel-specific business opportunities focused on expanding Jack Link’s in-store presence
• Analyze customer data and developing an action plan to achieve sales goals
• Collaborate with cross-functional teams (Product Management, Trade Marketing, Research & Development) in creating both short & long-term category and channel strategies
• Create and present information in a compelling and persuasive manner
• Effectively wire relationships throughout customer organizations and at various levels internally at Jack Link’s: Executive Management, Operations, Supply Planning, and Marketing
• Manage deduction andAR issues on all applicable accounts
• Work with retail third party to achieve in store objectives

Qualifications

• Bachelor’s Degree orequivalent experience
• 7+ years of CPG experiencewithin the Food industry
• 5+ years of Direct Sales Experience with Walmart

DESIRED BEHAVIORS:

• High sense of urgency
• Respectful candor with a direct approach
• Full ownership over all aspects of the customer relationship
• Proactive cross-functional engagement to build 360-degree plans

SKILLS:

• Strong communication & presentation skills
• Ability to influence
• Solid Excel skills which will drive efficiency
• Ability to keep-up in a fast paced, dynamic environment

TRAVEL REQUIREMENTS:

• Approximately 10-15% travel depending on business needs

Additional Information

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER:

Jack Link’s provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic that is protected by federal, state or local law.

E-VERIFY:

Jack Link’s is participant in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For information about the E-Verify program, please visit:https://www.uscis.gov/e-verify/employees

All your information will be kept confidential according to EEO guidelines.

Jack Link’s Protein Snacks

Join Jack Link’s as a Sr. Customer Development Managerto grow and develop total Jack Link’s sales & profitability across Sam’s Club by implementing detailed strategic sales plans and owing the joint business planning process. In this position, you will lead the customer relationship and sales function with Sam’s working with Jack Link’s internal teams such as trade planning, marketing, demand planning and business intelligence.

The candidate will live in Northwest Arkansas and office at the local office located in Bentonville.

Your focus will be to:

• Build strong customer relationships with Sam’s leadership, buyers, marketing, and replenishment teams.
• Develop solid DSMP (Distribution, Shelving, Merchandising, Pricing) and rotational/innovation plans that drive growth.
• Clearly understand customer strategy and align on joint business plans that meet growth expectations.
• Utilizing and leveraging Sam’s data (MADRID) to maximize growth opportunities and quickly identify and resolve any issues related to sales, inventory, and execution.

Specifically, you will:

• Achieve top & bottom-line sales & profit goals.
• Lead Joint Business Plans (JBP’s) across all segments (measured monthly, quarterly, and annually)
• Develop 3-year strategic customer plans.
• Provide transparent & timely communication to internal team members and our customers.
• Develop plans for customer-specific business opportunities focused on expanding Jack Link’s in-store presence.
• Analyze customer data and developing an action plan to achieve sales goals.
• Collaborate with cross-functional teams (Product Management, Trade Marketing, Research & Development, Demand planning) in creating both short & long-term category and customer strategies.
• Create and present information in a compelling and persuasive manner.
• Effectively wire relationships throughout customer organizations and at various levels within Jack Link’s and Sam’s: Executive Management, Operations, Supply Planning, and Marketing.
• Manage deduction andAR issues on all applicable accounts.
• Own the demand forecast for Sam’s and collaborate with internal demand planning partners to ensure supply chain excellence.
• Own the promotional planning process and internal system inputs required to manage the business.

Qualifications

• Bachelor’s Degree orequivalent experience
• 7+ years of CPG experience within the industry – experience working with Sam’s Club
• 5+ years of Direct Sales Experience

DESIRED BEHAVIORS:

• Work with minimal direction to drive growth with Sam’s.
• Work with High sense of urgency.
• Be creative to drive pack solutions from concept to execution.
• Respectful candor with a direct approach.
• Full ownership over all aspects of the customer relationship.
• Proactive cross-functional engagement to build 360-degree plans.

SKILLS:

• Strong communication & presentation skills.
• Ability to influence.
• Solid skills working with Retaillink and MADRID.
• Solid Excel skills which will drive efficiency.
• Ability to keep-up in a fast paced, dynamic environment.

TRAVEL REQUIREMENTS:

• Approximately 10-15% travel depending on business needs.

Additional Information

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER:

Jack Link’s provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic that is protected by federal, state or local law.

E-VERIFY:

Jack Link’s is participant in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For information about the E-Verify program, please visit:https://www.uscis.gov/e-verify/employees

All your information will be kept confidential according to EEO guidelines.

Jack Link’s Protein Snacks

Newmark Group, Inc. (Nasdaq: NMRK), together with its subsidiaries (“Newmark”), is a world leader in commercial real estate, seamlessly powering every phase of the property life cycle. Newmark’s comprehensive suite of services and products is uniquely tailored to each client, from owners to occupiers, investors to founders, and startups to blue-chip companies. Combining the platform’s global reach with market intelligence in both established and emerging property markets, Newmark provides superior service to clients across the industry spectrum. For the year ending December 31, 2022, Newmark generated revenues of approximately $2.7 billion. As of March 31, 2023, Newmark’s company-owned offices, together with its business partners, operate from over 170 offices with approximately 7,300 professionals around the world. To learn more, visit nmrk.com or follow @newmark.

Description:

Under general supervision, performs a variety of specialized and custom tasks to provide administrative support for a team of sales professionals. Maintain confidentiality of Sales, Marketing, Client, and proprietary information and data in all communications. Position requires in-depth knowledge of Sales and Marketing administrative and operational policy and procedure and general business practices and procedures.

Responsibilities:

Maintain Newmark brand, product, office, and client messaging and consistency by applying templates to produce marketing materials to include flyers, proposals, tour books, touch pieces, maps, floor plans, qualification packages, and market surveys.

• Review marketing material specifications, and act as point of contact and liaison with centralized marketing, analysis, and research groups to coordinate the completion and submission of financial, marketing, and various client specific property data to incorporate into customized property information packages.
• Prepare and maintain accurate documents to include, Request for Information (RFI’s), Letter of Intent (LOI’s) and Request for Proposal (RFP’s).
• Update and maintain various information databases to include client and prospect databases.
• Respond to outside broker requests.
• Coordinate mass marketing mailings.
• Create, maintain and/or purge files and records, including real estate transaction files.
• Provide informational assistance to clients to include greeting clients, directing telephone traffic and scheduling appointments and tours.
• Coordinate complex on/offsite meetings and conferences as well as travel arrangements.
• Prepare, update, collate and package reports as instructed by team.
• Perform administrative functions and prepare communication as required.
• Prepare expense reports as required.
• May perform other duties as assigned.

Qualifications:

High School diploma or General Education Degree (GED) required, & 2 years’ work-related experience. Associate degree or bachelor’s degree in marketing and graphic Design a preferred.

• Minimum 2 years related work experience to include Real Estate Brokerage or Sales and Marketing
• Advanced Microsoft Office Suite, PowerPoint, Excel and Internet research skills
• Demonstrates administrative support skills including appointment scheduling, and ability to compose/proof and edit correspondence and reports
• Organizational, communication (written, oral, telephone), customer service and strong attention to detail are essential in this position
• Problem solving, decision-making, and analytical skills required.
• Ability to prioritize, and manage multiple tasks, and meet stringent deadlines.
• Real Estate License a plus
• May perform other duties as assigned.

Newmark

Short Description

Newmark Group, Inc. (Nasdaq: NMRK), together with its subsidiaries (“Newmark”), is a world leader in commercial real estate, seamlessly powering every phase of the property life cycle. Newmark’s comprehensive suite of services and products is uniquely tailored to each client, from owners to occupiers, investors to founders, and startups to blue-chip companies. Combining the platform’s global reach with market intelligence in both established and emerging property markets, Newmark provides superior service to clients across the industry spectrum. For the year ending December 31, 2022, Newmark generated revenues of approximately $2.7 billion. As of June 30, 2023, Newmark’s company-owned offices, together with its business partners, operate from approximately 170 offices with over 7,400 professionals around the world. To learn more, visit nmrk.com or follow @newmark.

Description:

Under general supervision, performs a variety of specialized and custom tasks to provide administrative support for a team of sales professionals. Maintain confidentiality of Sales, Marketing, Client, and proprietary information and data in all communications. Position requires in-depth knowledge of Sales and Marketing administrative and operational policy and procedure and general business practices and procedures.

Responsibilities:

ESSENTIAL DUTIES:

• Maintain Newmark brand, product, office, and client messaging and consistency by applying templates to produce marketing materials to include; flyers, proposals, tour books, touch pieces, maps, floor plans, qualification packages, and market surveys.
• Review marketing material specifications, and act as point of contact and liaison with centralized marketing, analysis, and research groups to coordinate the completion and submission of financial, marketing, and various client specific property data to incorporate into customized property information packages.
• Prepare and maintain accurate documents to include (RFI’s, Letter of Intent (LOI’s) and Request for Proposal (RFP’s).
• Update and maintain various information databases to include; client and prospect databases.
• Respond to outside broker requests.
• Create, maintain and/or purge files and records, including real estate transaction files.
• Provide informational assistance to clients to include; greeting clients, directing telephone traffic and scheduling appointments and tours.
• Coordinate complex on/offsite meetings and conferences as well as travel arrangements.
• Prepare, update, collate and package reports as instructed by team.
• Perform administrative functions and prepare communication as required.
• Prepare expense reports as required.
• Prepare and update client activity reports.
• Runner: Drop off urgent mail/packages, pickup/drop off keys for properties, make key copies.
• Transaction Management.
• May perform other duties as assigned.

Qualifications:

SKILLS, EDUCATION AND EXPERIENCE:

• High School diploma or General Education Degree (GED) required, & 2 years work related experience. Associate’s degree or Bachelor’s degree in Marketing and Graphic Design a preferred.
• Minimum 2 years related work experience to include Real Estate Brokerage or Sales and Marketing.
• Advanced Microsoft Office Suite, PowerPoint, Excel and Internet research skills.
• Demonstrates administrative support skills including appointment scheduling, and ability to compose/proof and edit correspondence and reports.
• Utah Driver’s License in good standing.
• Must have reliable personal vehicle with appropriate car insurance.
• Able to maintain confidentiality at all times.
• Self-starter/proactive.
• Organizational, communication (written, oral, telephone), customer service and strong attention to detail are essential in this position.
• Problem solving, decision-making, and analytical skills required.
• Ability to prioritize, and manage multiple tasks, and meet stringent deadlines.
• Real Estate License a plus.
• May perform other duties as assigned.

Newmark

Company Overview:

Brook Valley Management has been in stable and profitable operation for over 40 years. We offer good benefits, great pay, and exceptional growth potential. Our company is experiencing double-digit growth and we are seeking a talented and experienced Contact Center Manager to lead our call center operations team to support donation growth in our markets.

To be a successful Contact center manager, you should be focused on improving your team of representatives and Contact center practices. You should be observant and meticulous and possess an understanding of the business, the products and services, and the issues representatives are facing on the phone and other electronic customer/donor service communications. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Essential Duties and Responsibilities:

Operational Excellence:

· Be a key, contributing member of our multi-channel donation growth initiative, World Class Collections Organization (WCCO), representing the needs of the contact center and helping to shape the vision for systems and processes needed to achieve that goal.

· Achieving contact center performance objectives for Average Seconds to answer, percent of calls answered within 25 seconds, Call abandon rate, hold time, Average Talk time, first call resolution and email/text/chat response time.

· Assist in establishing contact center objectives, provide representatives with opportunities to expand their knowledge of service and troubleshooting techniques, analyze contact center data, and focus on improving performance.

· Identify areas for improvement and implement strategies to optimize call center operations, enhance efficiency, and deliver exceptional customer experiences.

· Conducts workforce planning activities, including setting staffing levels, scheduling, and resource allocation, to ensure adequate coverage during peak and off-peak periods. Develop data-based scheduling for 6 days per week to ensure maximum customer service levels are maintained.

Staff Development and Training:

· Recruit, train, and develop a skilled and motivated call center team, including supervisors, to foster professional growth and maximize employee performance.

· Conduct performance evaluations, provide coaching and feedback, and address employee performance or behavioral issues in a timely manner.

· Implement ongoing training programs to enhance the team’s customer service skills, product knowledge, and call handling techniques.

· Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding best practices and explain expectations to employees.

· Ensuring staff members achieve desired service levels and taking corrective actions, as needed. Ensure that all agents are routinely monitored, coached, or retrained as necessary to maximize performance. Conduct monthly and quarterly performance evaluations of each team member.

Organization Support Activities:

· Assist other management team members in identifying trends and establishing contact center goals.

· Preparing reports and analyzing contact center data to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction.

· Produce daily reports that inform the broader Collections organization about collection volume, partner and drop-off box collection timing exceptions and contact center KPI’s.

· Taking on other tasks or projects to support employees, other managers, and contact center operations.

· Works cross functionally with collections/logistics teams to identify process improvement opportunities and be a change agent for better results.

Expectations within the Position:

· Ability to grow with the Organization to take on Director level responsibilities as WCCO multi-channel sourcing and growth objectives are put in place.

· Must be able to drive with a sense of urgency and thrive in a high activity multi-tasking environment.

· Must demonstrate an understanding of how to successfully set and obtain target goals and incentive programs that drive performance.

· Must have excellent coaching skills, action plan development skills, and can identify training needs for continuous performance improvement.

· Motivator – able to motivate and encourage others with a cheerful outlook.

· Must be able to maintain a friendly attitude towards team members, co-workers, and customers.

Required Knowledge, Skills, and Abilities:

· Demonstrated capabilities and background with leading contact center technical solutions, such as predictive dialers, IVR systems, integrated Customer Relationship Management (CRM) solutions, and other omnichannel tools.

· Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

· Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.

· Knowledge of management principles and familiarity with company services and charity partners.

· Strong coaching and leadership skills, ability to motivate employees.

· Decisiveness and diligence.

· Polite, professional phone voice.

Education, Experience, Training Required:

· At least 8 years of contact center leadership experience in highly automated contact center environments. Contact Center experience within companies providing In-field Service, truck dispatch/routing, donation requests, and non-profit solicitation requests a big plus.

· Bachelor’s degree preferred; or a combination of education and experience that yields the required knowledge, skills, and abilities.

• Prominent level of diplomacy and people skills.

• Bilingual (English & Spanish) is an asset.

Brook Valley Management

As the Client Service Representative you are the first contact the clients have; this is where first impressions are made. The person in this position must be able to recognize and meet the client’s needs, which include feeling welcomed and comfortable, being understood, receiving timely service, being remembered and recognized, and feeling appreciated.

Responsibilities

• You demonstrate the ability to accomplish tasks, knowing when to ask for assistance
• You display excellent communication skills with your peers, clients, and team
• You greed clients and patients by name in a friendly manner
• Recognizing and meeting clients needs
• Making pets feel welcomed
• Answering and facilitating incoming calls according to hospital policies
• Learn to use basic medical terminology, abbreviations, and key medical terms
• Recognizing severe/serious cases in need of immediate attention
• Keeping animals isolated from others when necessary
• Performing opening and closing procedures
• Make and confirm client appointments includes making sure the appointments flow easily
• Answering phones and directing clients to speak with a veterinary technician or veterinarian for all medical advice
• Making sure all files are kept neat in alphabetical order and client information is legible as well as current on addresses and phones numbers.
• Preparing patient charts for surgical procedures, and drop offs for technicians and doctors
• Ensuring patient medical records are obtained prior to appointments and added to patient records
• Keeping desk and reception area neat and organized, making sure all forms, paperwork files, tags and prices lists are out and available for the Doctors, veterinary technicians and veterinary assistants as needed.
• Collecting fees for services, writing up sales slips/receipts, and dismissing patients.
• Doing daily receipts.
• Be a vital member of the veterinary team working with veterinary technicians, veterinary assistants, and veterinarians

Qualifications

• High school diploma or equivalent.
• You are passionate and motivated to provide exceptional customer experience.
• You love working with animals and people and recognize that owners are an extension of their pets.
• You posses excellent customer service and communication skills.
• You are comfortable adapting to new scenarios, willing to learn new techniques, and think outside of the box
• You have excellent phone etiquette
• You are comfortable working in a paperless environment (using computer systems, PIMS systems, and credit card processing systems)
• You have the ability to work in a team oriented environment and are happy to pitch in wherever and whenever you are needed
• You possess a positive attitude and demonstrate excellent interactions skills with clients and animals in the reception area.
• You are able to handle money transactions accurately and with honesty.
• You posses sound decision-making and multi-tasking skills while working in a fast paced and sometimes stressful environment.
• Availability to work nights, weekend, and some holidays.

URvet Care Primary and Urgent Care

Senior Customer Success Manager – Publishers – AdTech – NYC Hybrid

The Role:

• This role came about through expansion.
• It’s an individual contributor role in which you’ll be the face of the company to publishers.
• You’ll be responsible for managing the relationships with customers.
• Support with onboarding and software integration processes for large media publishers by coordinating internal and external resources.
• Support the team in monitoring and analysing performance metrics in order to grow revenues and identify upsell and expansion opportunities.
• Communicate business intelligence from partners to the product management team in regards to new product development features.
• Be a product expert!
• This is a hybrid role, and you are required in the office two days per week. Most people go in on Tuesdays and Thursdays.

The Company:

• Global company with offices across North America and EMEA
• They made several acquisitions in the last 18 months – each brought different capabilities related to AdTech/ Media
• Unicorn company – valuation close to $2 Billion
• Total funding is nearly $400M to date across several big rounds
• Backed by well-known and reputable investors
• Big, open and bright office in Soho with lots of plants. They do Thursday afternoon Happy Hours and have stocked beer and wine fridges as well as other social events for all employees.
• Catered lunches on office days.

The Ideal Candidate:

• 3-6 years’ experience in customer service/ customer success roles
• Experience in the Media or AdTech space or agency sales in a Media company
• Experience working with Publishers

What You’ll Get:

• $115,000 – $125,000 base, $40,000 uncapped commission on top
• Share Options, medical, dental, vision, 401k match, Life and Accident Insurance, unlimited PTO

Job code: 47464

Finlay James