Participant Engagement and Retention Specialist

4 days ago

Fort Lauderdale, United States Poverello Center Full time
SUMMARY: The Participant Engagement and Retention Specialist works with people both in the community and among the program participants of the Poverello Center to identify and engage into care those who would benefit from the EXTRA Care Clinic Services, and those who would sponsor these services through their own care.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Core duties and responsibilities include the following. Other duties may be assigned.

  • WOW Customers over the phone, online chat, or email.
  • Ability to multi-task and adapt to changes quickly.
  • Enthusiasm and a Be BOLD attitude with great customer service skills.
  • A problem solver with keen attention to detail.
  • A WORK Together approach with open communication, excellence in service, integrity, and accountability.
  • Knows how to address customer concerns creatively and share feedback with other teammates.
  • Builds TRUST by working as a team member, as well as independently, with minimal supervision.
  • Knows when and how to use supervision for the benefit of clients.
  • Demonstrates a strong customer service orientation and takes responsibility to ensure customers are satisfied.
  • A convincing approach, good client connection skills, and a love for sales
  • Great phone and in person communication skills
  • Customer and sales representative communication.
  • Observe and analyze client behavior.
  • Using client input to develop effective retention strategies.
  • Engage program participants to participate in the EXTRA Care Clinic as either "Sponsors" or those who help, or "Participants" those who benefit from the services.
  • Meets with the team to discuss ways to keep program participants engaged.
  • Developing positive customer and business associate relationships.
  • Patience and empathy.
  • Advanced organizing abilities are required.
  • Strong ability to resolve conflicts.
  • In stressful conditions, the ability to stay cool and professional.

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