Contract Renewal Specialist (remote work) at YPO

Position Title:  Renewal Specialist

Department: Membership

Location: UK, Spain, South Africa - remote work

Type: 6 month contract

POSITION PURPOSE

Support 24/5 phone support for YPO members going through annual renewals process. Provide timely and memorable customer experience for YPO members. Leverage knowledge of customer service best practices, Salesforce, general browser platforms as well as renewal frequently asked questions.      

PRIMARY RESPONSIBILITIES

• Manage large amounts of incoming calls and emails
• Identify and assess customers’ needs to ensure timely resolution and satisfaction
• Provide accurate, valid and complete information using technology tools, training material and available resources
• Meet team customer service targets and call handling SLAs
• Handle member complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions in Salesforce
• Follow communication procedures, guidelines and policies

EXPERIENCE/BACKGROUND

• Familiarity with CRM systems and practices; Salesforce preferable
• Strong phone contact handling skills and active listening
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• Ability to interact w/ CEO level customers
• Bilingual in English and Spanish and/or Portuguese highly valuable

SKILLS

• Customer Service
• Phone Skills
• Computer Skills
• Problem analysis and problem-solving
• Listening Skills
• Ability to Work Under Pressure
• Positive Attitude
• Documentation Skills

EEOC

YPO is an Equal Opportunity Employer. YPO takes pride in supporting a diverse workforce and demonstrates this through its policies and practices. YPO does not discriminate in recruiting, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability or any other legally protected status.