The Agent Success Specialist’s primary role is focused on operational logistics of all company-led calls and webinars addressing independent contractor sales force (agents). The Agent Success Specialist acts as a communication liaison between the agents and corporate stakeholders, and executes agent success initiatives, tasks, or processes as assigned by manager.
Essential Functions
Solve support tickets and update FAQs according to documented trends
Partner cross-departmentally in organizing impactful and engaging weekly National Calls and Webinars
Provide support and celebration through intentional correspondence to agents throughout their career journey, celebrated milestones and specified life events
Track, maintain, and report on corporate-led calls & webinars engagement metrics
Collaborate cross-departmentally in capturing, promoting, and reporting on agent-led events, corporate-led events, contests, calls, webinars, and trainings
Maintain comprehensive directory of Agency Groups and create snapshot views for executives as needed
Execution of any Agent Success department initiatives, tasks, processes and/or projects as assigned by management
Competencies
Advanced or Expert in Zoom
Customer-first mentality
Excellent communication skills, both written and verbal
Intermediate analytical skills
Problem-solving skills
Strong collaboration skills
Excellent time management
Required Education and Experience:
High School Diploma Required, Bachelor’s Degree preferred
1 to 3 years experience in customer service
1+ years experience in Zoom Meeting and Webinar Management