MEMBER SERVICES SUPERVISOR
: Job Details :

TITLE: Member Services Supervisor

LOCATION: Lebanon, NH

COMPANY

Global Rescue is the world's leading membership organization providing integrated medical, security, intelligence and crisis response services to consumers, enterprises and governments. Founded in 2004 Global Rescue's unique operational model provides best-in-class services that identify, monitor, and respond to threats and emergencies.

CULTURE

Global Rescue isn't your average place to work and that's why we're comfortable saying we're not for everyone. Our team of passionate, mission driven professionals are reinventing the travel risk and crisis management industry and helping save lives every day. We are a high-performance organization operating on a global scale. Our team is made up of driven, passionate, adventurous, team players that have a get it done mentality. The overall ethos is no job too big or too small; this is a place where one needs to be prepared to roll up your sleeves and get things done no matter your title. The culture of the office is fast-paced, collaborative and ever-changing so there is always a buzz, you'll never get bored or too comfortable working in crisis response.

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

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

COMPENSATION: Based on experience + quarterly incentives + benefits