In order to be considered for this role, you must have established residence in one of the states that we employ in:  AL, AZ, CO, FL, GA, IL, IN, NC, OH, SC, TN, TX, VA, WI, WV.

The Role

The Member Relationship (Retention) Specialist will maximize every opportunity to re-establish exceptional customer service and advise members on the benefits of the program while empathizing with the feedback they provide on their experiences. The Member Relationship Specialist will educate the member on all the services available to address their specific situation to establish a best practice for the recovery and retention of the membership. Member Relationship Specialists will be empowered to negotiate portions of the member agreement within department parameters.

Essential Job Duties & Responsibilities

    Build quick rapport with existing members using assertiveness and confidence to educate them on the value of remaining a member and understand the “why” of our vision and mission
    Assess the member’s need by asking probing questions, addressing issues, building rapport, and negotiating to achieve a mutually beneficial resolution
    Consistently improve retention efforts and achieve monthly retention rates
    Professionally manage difficult or emotional member situations, respond promptly to member needs and requests for service
    Apply sales methodologies and problem-solving strategies to best position CCM products and services while providing long-term, individualized solutions to members
    Develop and maintain an expert knowledge of all Christian Care Ministry Guidelines, offerings, and provisions of Medi-Share and any other programs
    Participate in specialized training with regard to membership retention
    Work independently and within a team routinely, as well as on special projects

Essential Skills & Abilities

    Ability to use the internet including e-mail and search engines
    Skills in keyboarding with at least 25 words per minute
    Ability to use a database system including how to update fields
    Basic knowledge of Microsoft Office (Excel, Word and Outlook)
    Knowledge of document-imaging system

Core Competencies/Demonstrable Behaviors

    Collaborates – builds partnerships and works collaboratively with others to meet objectives. This role requires a high level of internal customer interaction to meet objectives
    Manages Conflict – handles conflict situations effectively. This role requires to patiently and with humility accept that not every customer will appreciate our benefit programs and treat every customer with grace and respect
    Interpersonal Savvy – relates openly and comfortably with a diverse group of people. Must be able to communicate effectively and build engagement across all audiences
    Drives Results – consistently achieves results, even under tough circumstances and tight deadlines.
    Situational Adaptability – adapting approach and demeanor in real time to match the shifting demands of different situations
    Courage – ability to have tough conversations and deliver accurate advice and decisions regardless of risk or potential criticism

Education and/or Experience

    High school diploma or GED required
    2 years prior customer service experience preferred
    Background in retention preferred

     This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Please complete form at  https://boards.greenhouse.io/christiancareministry to apply for this job directly - mention CFEC.org job posting.

Full-Time
Competitive
Job Viewed 77 Times
Please complete form at https://boards.greenhouse.io/christiancareministry to apply for this job directly - mention CFEC.org job posting.

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No
Approved
Christian Care Ministry
69115
06-30-2020
2020-08-29 00:00:00
- Other Areas
Central Florida
Florida
The Member Relationship (Retention) Specialist will maximize every opportunity to re-establish exceptional customer service and advise members on the benefits of the program while empathizing with the feedback they provide on their experiences.
Christian Care Ministry