Coach Care Specialist

4 weeks ago

Santa Ana, United States FERRY INTERNATIONAL LLC Full time

**Summary**

The Coach Care Specialist is responsible for all coach requests that come in via coach case and phone. This includes assisting coaches with questions regarding clients, reports and KPI’s. This position requires a strong understanding of Illum, Salesforce and the ecosystem. It also requires critical thinking skills, time management, organizational skills and conflict resolution.

**Primary Responsibilities**- Works cases through omni channel and completes them in a timely manner.- Works through various reports and determines if a coach needs to be contacted.- Creates positive relationships with coaches by responding in a time manner while providing accurate information.- Develops and maintains product knowledge in order to assist coaches with questions regarding product.- Able to maintain a calm demeanor in a high-paced environment and demonstrate emotional intelligence and good judgment in challenging situations that may require de-escalation and expressing empathy.- Effectively prioritizes daily assigned cases and tasks.-
- Builds collaborative working relationships with coaches, Coaching Services and CS Representatives.- Maintains compliance with company policies, practices and procedures.- Participates in proactive efforts to achieve departmental and company OKR’s.- Works effectively and communicates clearly with other employees.- Handles changing deadlines and priorities.- Reviews work for accuracy, completeness and proper authority.- Other duties as assigned

**Supervisory Responsibilities / Level of Organizational Restraint**

No supervisory/managerial responsibilities Limited supervision and inspection of work. Errors may be difficult to detect and require supervisor guidance to resolve. Errors can result in moderate loss of time with limited financial impact.

**Education and/or Experience**- 1) 2-year college degree, 2) completion of a specialized certification or licensing, 3) completion of specialized training courses, or 4) job specific skills acquired through an apprenticeship program.- 1-3 years of similar or related experience

**Organizational Authority**

Restricted Authority: The role has the authority to influence the services or product which an individual customer receives. The role does not have budgetary responsibility and is not authorized to make decisions that would commit or jeopardize the organization's assets. The role has little authority to directly influence the organization's financial results.

**Independent Judgment / Mental Aptitude**

Procedures, standards and policies direct most decisions and actions. Minimal room for discretion. Actions are usually limited to choosing between mínimal known options. Responsibilities are somewhat complex. Has ability to work through complex problems by referencing previous precedent. Requires advanced or specialty training or experience.

**Interpersonal Skills**

Contact beyond immediate associates regarding routine matters; giving/taking information that may involve some discussion. Outside contacts require ordinary courtesy in providing assistance and information.

**Other Skills and Abilities**- Listening and problem-solving skills.- Time management skills.- Detail-oriented with excellent follow-up skills.- Must be able to manage, organize and update relevant data using CRM software system (Salesforce) and corporate website.- Must be meticulous in dealing with contracts and records.- Must be empathetic to the clients’ point of view without compromising company policy.- Must be organized, punctual, and responsible.- Ability to understand how to discover client needs, with the ability to up-sell by listening for customer cues for interest in or need for new product enhancements.- Ability to exercise good judgment and work independently as well as collaborate well with others.- Must maintain a high level of professionalism with internal team members and external clients.- Multi-task at a high level and be able to problem solve quickly

**Language Skills**

Fluent English language skills - written, reading and verbal. Ability to read, analyze, and interpret documents such as operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

**Computer Skills**

**Physical Demands**

This is sedentary work which requires the following physical activities: reaching, sitting, lifting ( 25 pounds), finger dexterity, grasping, feeling, repetitive motions, talking, hearing and visual acuity.

**Work Environment**

Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. The office work environment can be boisterous. Attire is business casual.

**Travel**

Hardly ever. May be required to travel overnight - by car or air - to support various events sometimes working in excess of eight (8) hours/day. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

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