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Member Services Team Lead

1 month ago

Lebanon, New Hampshire, United States Global Rescue Full time
Job Title: Member Services Supervisor Job Summary: As a Member Services Supervisor at Global Rescue, you will be responsible for leading a team of Member Services Associates in a fast-paced, dynamic environment. Your primary goal will be to ensure that our members receive exceptional customer service, while driving sales and identifying new revenue opportunities. Key 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 * Identify 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 Requirements: * 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 What We Offer: * Competitive compensation based on experience * Quarterly incentives * Comprehensive benefits package About Global Rescue: Global Rescue is the world's leading membership organization providing integrated medical, security, intelligence, and crisis response services to consumers, enterprises, and governments. Our unique operational model provides best-in-class services that identify, monitor, and respond to threats and emergencies.