Member Guidance Specialist

POSITION PURPOSE

Our Member Guidance Specialist plays a critical role on the global Concierge Team in providing high touch, timely service 24/7 with a hospitality mindset for our members. The Specialist serves as a dedicated service advocate, focused on delivering quality member interactions by actively listening to member needs, providing timely and effective solutions, and facilitating meaningful connections across the YPO suite of products and services. Our Member Guidance Specialist lives the mission of being a global expert for all things YPO.  

PRIMARY RESPONSIBILITIES

• Serve as a focused subject matter expert (SME) for designated portfolio(s) in providing solutions and making appropriate connections.

  • Portfolios include but are not limited to member onboarding, renewals, and event support.

• Communicate professionally and effectively with members via inbound channels, also anticipating additional needs and connections.

• Utilize data and insights to anticipate and proactively address future opportunities, problems, needs, or changes for members and associates.

• Manage cases to ensure timely and accurate solutions according to established service level agreements. Capture effective and accurate notes in CRM.

• Actively seek opportunities for process improvement and simplification.

• Build relationships within the team and with associates across the organization through scheduled calls and 1:1 digital connection.

• Actively participate in department and organization calls and connection activities to stay up to date on what is happening in the department and across the organization.

• After the completion of onboarding for general Concierge role and all assigned responsibilities, continue learning as the body of work expands.

• Review and stay up to date on the newest Knowledge Base articles to ensure understanding of most current information provided about YPO products and services as well as other information shared by subject matter experts around the organization.

• Utilize dedicated channels to share best practices and learnings across the team.

• Track trends to aggregate recommendations for YPO products and services.

• Continuously learn and master technology to maximize effectiveness and efficiency, including Salesforce (Service Cloud, Service Voice, Marketing Cloud, Cloud Coach, Knowledge Base), Connect, Cvent, Smartsheet, Microsoft Office, WhatsApp and Zoom.

SKILLS

• Ability to work collaboratively in a multi-cultural organization with international members.

• Excellent interpersonal skills, adept at building meaningful relationships with all levels of associates, members, and vendors. Adaptable, insightful, empathetic, and reliable.

• Able to maintain discretion and integrity of confidential information.

• Resourceful and able to work independently with initiative and good judgement. Effective time management, organization, and prioritization skills with the ability to focus on varied projects simultaneously.

• Possess a global mindset, sensitive to local and international customs and protocols.

• Demonstrate empathy through active listening and asking questions to understand and find solutions.

• Able to identify problems, research alternatives, provide solutions and/or resolve issues in a timely manner. Anticipate member/internal client needs and deliver with clarity.

• Natural curiosity and desire to learn more; proficiency and interest in applying new technologies and tools.

• Excellent verbal and written communication skills, including proof reading, with a meticulous attention to detail. Adjust communication style appropriately to the audience.

• Professional presence to interact easily with YPO members, C-level executives, and peers at all levels within the organization.

EXPERIENCE/BACKGROUND

• 3+ years of experience in a front-line services position.  

• Proven experience in supporting and executing multiple stakeholder deliverables, with solution-oriented thinking and providing high-level service to customers.

• Membership or association experience preferred.

• Strong experience in learning new processes and technologies, adhering to service delivery agreements (SLAs), to perform role requirements.

EDUCATION/TRAINING/CERTIFICATION

• Bachelor's degree or equivalent experience.

PHYSICAL REQUIREMENTS

• Ability to work flexible and/or extended hours as needed to accommodate members and team members in multiple time zones.

• Ability to work for extended hours at a computer screen.

• Willingness and ability to travel domestically and internationally approximately twice per year.

EOE

YPO is an Equal Opportunity Employer. YPO takes pride in supporting a diverse workforce and demonstrates this through its policies and practices. YPO does not discriminate in recruiting, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.