Engagement Specialist - Sales / Customer Service Rep (Remote)

LHH (Global)

29d•$22•Remote

About The Position

We are looking for an engagement specialist that will be the first point of contact for our clients. The successful candidate will be able to educate individuals about their LHH career transition services and connecting them to resources based on their needs. They will be mindful to the emotions that our clients are experiencing regarding the uncertainty they face about their future. Reporting Relationships: Reports to the NA, Engagement Performance & Quality Manager Location: USA - Remote In this role you can expect to Key Accountabilities Successfully meet defined performance expectations by graduating from our structured onboarding program, which includes: 2-week in-class training focused on LHH programs, tools, and client engagement protocols. 10-week hands-on training with active coaching and performance checkpoints Demonstrate knowledge of all LHH programs, features, and benefits during phone calls. Provide professional and timely follow up to all client and individual inquiries. Manage individual expectations by clearly communicating next steps and timing. Meet and/or exceed established engagement KPI metrics. Adhere to established outreach protocols. Accurately and properly document engagement efforts in ORBIT. Responding efficiently and accurately to calls, emails, and SMS explaining possible solutions and ensuring that clients feel supported and valued. Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients as needed. Utilizing software, databases, scripts, and tools appropriately. Taking part in training and other learning opportunities to expand knowledge of company and position. Adhering to all company policies and procedures.

Requirements

High school diploma or equivalent
Prior sales and customer service experience
Professional and articulate voice
Excels working in a fast-paced environment with evolving business needs.
Able to work a set Monday-Friday schedule.
Home office that is noise and distraction free
Computer with an available USB port for a USB headset
Internet with a wired Ethernet connection to PC/Laptop
LinkedIn Profile

Responsibilities

Successfully meet defined performance expectations by graduating from our structured onboarding program, which includes: 2-week in-class training focused on LHH programs, tools, and client engagement protocols.
10-week hands-on training with active coaching and performance checkpoints
Demonstrate knowledge of all LHH programs, features, and benefits during phone calls.
Provide professional and timely follow up to all client and individual inquiries.
Manage individual expectations by clearly communicating next steps and timing.
Meet and/or exceed established engagement KPI metrics.
Adhere to established outreach protocols.
Accurately and properly document engagement efforts in ORBIT.
Responding efficiently and accurately to calls, emails, and SMS explaining possible solutions and ensuring that clients feel supported and valued.
Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients as needed.
Utilizing software, databases, scripts, and tools appropriately.
Taking part in training and other learning opportunities to expand knowledge of company and position.
Adhering to all company policies and procedures.

Benefits

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

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