NEWITY is America’s Small Business Marketplace, focused on empowering entrepreneurs with access to trusted service providers and loan solutions. We are looking for a Member Services Representative, well versed in call center operations, to join our Member Services team. In this position you play the critical role of fielding, managing, and delivering a great customer experience for both inbound and outbound calls. This role focuses heavily on cross selling by making outbound calls for various campaigns to generate revenue while helping with inbound queues.
NEWITY is seeking candidates who can adapt quickly to changes in a fast-paced environment, are eager to take on new challenges, and who feel comfortable working with performance driven metrics. NEWITY is a firm believer in building relationships with its Members to deliver products and services designed to enhance their businesses.
The ideal candidate is a self-driven outbound phone specialist and strong conversationalist who genuinely wants to help people grow their businesses by providing excellent products and services. This individual enjoys making calls and speaking on the phone while possessing listening and communication skills to detail how a product or service could support the Member’s business.
Qualifications
- Call center experience is a must – outbound is a plus
- Comfortable in dynamic, high-volume environments
- Exceptional interpersonal, written, and verbal communication skills
- Ability to handle a wide range of situations over the phone with tact and diplomacy
- Effective time management and self-accountability
- Comfortable using HubSpot Customer Relationship Management (CRM) is a plus
- Able to multi-task under time pressure
- Entrepreneurial spirit and willingness to take on challenges
- Ability to adapt to changing circumstances and priorities
- Comfortable working and learning independently
Description & Responsibilities
- Execute outbound calling campaigns to cross sell products and services.
- Field incoming telephone calls regarding service questions, tech bug issues, website registration and navigation alongside other customer concerns in a timely and appropriate manner.
- Maintain an efficient handle time of 4-5 minutes for outbound calls and a positive success rate of converting calls into opportunities.
- Average at least 15 dials per an hour, with a focus on speaking with customers and closing.
- Educate members on their requests, providing first call resolution (when possible) working with appropriate internal/external resources, and ensure closure of all inquiries.
- Document all activities for quality assurance and metrics reporting through NEWITY’s CRM.
- Deliver a great customer experience for all Members.
- Work with other departments on cross functional tasks and projects.
- Follow and maintain strict adherence to policies, privacy protocols, and processes.
- Maintain performance and quality standards based on established call center metrics including turn-around times.
- Maintain in-depth understanding of the Company’s different services.
- Make recommendations according to customer’s needs.
- Maintain high customer satisfaction scores and strive to improve these continuously.
- Perform other ad hoc duties, as needed.
NEWITY is an Equal Opportunity Employer and consider applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.
