The Commission Administration Specialist handles escalated Coach issues directly from our Business Support lines to ensure service excellence standards are being met by providing feedback, assisting with questions, and addressing compensation and many business related escalated issues. Additionally, this role will provide concierge-like service to our Field of OPTAVIA Coaches; will act as a business partner and assist OPTAVIA Coaches to achieve their business goals and provide similar experience for our cross-functional teams by providing support as well as advanced knowledge of systems and processes.
Provides support by processing 60+ tickets escalated daily from the frontline support teams and externally in a timely manner; manages occasional follow-up via outbound phone calls and emails to OPTAVIA Coaches Business Leaders, and Clients daily. Will work with various departments to find timely and accurate resolutions to OPTAVIA Coach and Client issues and ensure proper approvals are documented. Responsible to resolve, track, identify, and communicate effectively with Clients, OPTAVIA Coaches, franchisees, external vendor partners, and Management to ensure the OPTAVIA Experience is delivered and trending is quickly identified and surfaced to the proper channels.
Provides exemplary service externally and to the frontline support teams.
Responds to internal and external mailbox requests, within a timely and professional manner within stated service levels.
Completes recoveries, changes, renewals, etc. accurately and timely according to established service levels. Completes any outstanding administrative requests within stated service levels while also ensuring all weekly and monthly finalization requirements are met.
Ensures that Field Administration's incoming telephone inquiries are addressed within stated service levels. Will make outgoing calls to specific coaches to assist driving specific results (renewals, etc.). Adheres to multiple guidelines set by the Quality Assurance Program in order to provide the Ultimate Client Experience. Meets or exceeds Quality metrics per department guidelines.
Conducts research for all compliance related inquiries, as well as regular audits, manages and resolves in depth issues across business lines
Responsible for maintaining an extensive knowledge of products, policies and procedures of Company and department, to include international markets. Serve as a Subject Matter Expert for any Business
Support function and procedure across all business lines, to include international.
Demonstrates exceptional listening and comprehension skills with the ability to manage Client, OPTAVIA Coach, Business Leader, and International requests and concerns in a timely and efficient manner while retaining the relationship. Keeps accurate and detailed records of all communications with frontline support, Clients, OPTAVIA Coach/Business Leader, & International.
Supports Finance in researching fraud accounts, canceling fraud orders, and adjusting volume for fraudulent OPTAVIA accounts and across business lines.
Develops and maintains strong partnerships with Contact Center, Accounting, IT, and Management in order to identify and resolve escalated issues in a timely manner and ensuring proper approvals are obtained.
Supports events and convention as needed.
High school diploma or GED required; Bachelor's degree preferred;
4+ years' experience in a customer service, retail, or call center experience;
Advanced customer service skills;
Flexibility to work a changing schedule based on the needs of the business;
Must have exceptional PC skills with a working knowledge of Microsoft Office, including Outlook, Word, and Excel;
3 years' experience using Excel. Advanced Excel knowledge preferred;
Must be able to adapt to ongoing changes with technology, products, processes, and services, etc.;
Must possess superior verbal and written skills to effectively and empathetically communicate with internal and external customers through phone and email and act as a subject matter expert;
Must have good research skills and effective utilization of available resources in order to provide resolution to Client, OPTAVIA Coach, and Physician issues in a timely manner;
Demonstrate the use of negotiation techniques in order to maintain rapport & foster relationships with Clients, OPTAVIA Coaches, Business Leaders, business partners, franchisees, and international;
Must be able to work with a sense of urgency;
Must possess strong attention to detail;
Comfortable working in a fast-paced environment;
Travel up to 10%.