OBJECTIVE
Responsible for both the customer service experience and member retention efforts for the organization, the Client Services Advisor (CSA) seeks to ensure a 1st class experience for all the constituents of the Vistage-inspired community, and therefore functions as the designated “go to” for our 400+ Chairs and 1,000+ Expert Resource Speakers as they coordinate over 5,000+ speaker member meetings on behalf of our 11,000+ US membership base.
In addition to the essential duty of managing speaker meetings, the CSA will also be measured on his/ her ability to re-engage those active members who are seeking membership alternatives and directing them accordingly, so a similar past work experience of applying empathetic listening skills with a keen sales sense to address member ‘pain points’ while providing alternative solutions in order to keep the member satisfied, is critical.
This position requires regular phone/email conversations with C-level clientele, including internal staff, so it requires considerable tact, discretion and persuasion in order to obtain willing action and consent from those involved. A keen understanding of the audience he supports, coupled with the ability to build and maintain significant and enduring business relationships is a must to be successful in this high impact role.
Please send a copy of your resume along with a cover letter telling us why this job should be yours.
***Please write Client Services Advisor in the subject line.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Member Retention Interviews: Conduct re-engagement calls with pending drop members in order to save (keep in the same group), transition (move to another group) and/or move into sabbatical program.
- Client Service Support: respond within 24 hours to all client inquiries regarding, but not limited to, business, general and technical support, accounting, membership, problem solving, and curriculum development.
- Member Satisfaction Calls: Conduct 5 and 11-month check in calls with current members to ensure value being received, and/ or determine satisfaction level to starve off a future drop notice.
- Welcome New Member Calls: Conduct welcome calls to all new members who join our community to ensure they are introduced to the tools available for maximum adoption.
- Book/On-board Speakers: Partner with Chairs to coordinate meeting dates and requested speakers. Also assist in the onboarding and development of new speakers into our database.
- Policy/ New Initiative Promotion: Communicate to the Chairs any new company policies being enforced and/or new initiatives enacted
QUALIFICATIONS
To perform this job successfully, an individual must be able to conduct each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Able to engage top-level candidates (CEO, Key Executive, Small Business Owner) in candid conversations over the phone.
- Works collaboratively with other team members to coordinate efforts and capitalize on opportunities.
- Works with field management to determine opportunities for market penetration.
- Makes recommendations to Manager of Client Services regarding opportunities to maximize retention.
- Serve as the ‘Corporate Advocate’ on-boarding new Members of newly launched groups, checking with members at their first 5 and 11 month marks, helping “At Risk Members” better leverage the Vistage program and conducting exit interviews to save pending member drops.
- Service Clients with a myriad of matters, including but not limited to support, problem solving, coaching, scheduling of speakers, speaker recommendations, promoting Vistage initiatives, general technical support, accounting and membership, observing a 24 hour SLA.
- Develop a strong rapport in order to “influence” Chairs’ decision making.
- Coordinate, and attend all in-house Speaker meetings; may occur outside of normal business hours.
- Periodically attend group meetings, Vistage Conferences, All City and marketing events.
EDUCATION and/or EXPERIENCE
- Strong customer service skills; ability to interact with C-level clientele.
- Project management or business development background preferred.
- Previous experience in solution selling/relationship selling to C-suite clients
- 5+ years’ experience with inside phone sales/ consulting/ customer service
- Strong understanding of SalesForce CRM tool (2+ years)
- Excellent verbal/written communication skills
- Strong multi-tasking and organizational skills, with the ability to prioritize workload
- Ability to diffuse potential conflict in a professional manner
- Computer knowledge to include Windows NT, MS Office, database operations and Internet research
- Working knowledge of basic accounting practices
- Some travel within the U.S. is required