Especialista en Operaciones de Servicio
Regular
Exempt
GENERAL DESCRIPTION:
Responsible for coordinating the activities of Club Te Paga at service centers and events, including managing resources, maintaining participant records, conducting surveys, and generating reports. Promote customer loyalty and retention by identifying opportunities to enhance program experience. As a liaison and ambassador, work with other departments to promote and organize the program as an integrated strategy, extending the benefits of the Club through a variety of activities and services, and strengthening our customers' relationship with our brand.
ESSENTIAL FUNCTIONS:
- Responsible for adding all Club Te Paga activities to the Customer Relationship Module (CRM) software within the established timeframe to measure return on investment.
- Participates in scheduled service center activities and supports any necessary activity for the presence of Club Te Paga, identifying opportunities to expand its benefits.
- Manages an assigned budget for coordinating resources for the Club Te Paga program. Conducts negotiations and contracts resources for activities. Ensures activities align with company objectives and expectations.
- Supports the Retention Specialist in performing the Club Te Paga Discount Program to foster engagement with existing customers and evolve the program.
- Involves ensuring that all required documents for contracted resources, such as invoices, proposals, letters, and event checklists, are completed for each initiative.
- Attends to and handles difficult situations with affiliates or prospects at service centers.
- Ensure that activity participant registrations and surveys are properly completed.
- Prepare and deliver detailed reports that provide information on the activities carried out and their participation results.
- Collaborates with various departments to integrate new initiatives into service centers and the company's ad-hoc events.
- Oversee and ensure that the strategies designed for the program align with departmental and company objectives and expectations.
- Plans, manages, and prioritizes ideas with other departments and cooperates with internal teams, such as Education, Service, Sales & Promotions, Stars, Vendors, among others, to ensure the Center for Medicare and Medicaid Service (CMS) required gaps are addressed.
- Develop and present work plans outlining the various initiatives to be integrated into the activity calendar. Prepare and coordinate calendars for the service center.
- Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
- May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.
MINIMUM QUALIFICATIONS:
Education and Experience: Bachelor’s Degree in Marketing, Communications, Public Relations, or related areas. At least two (2) years of experience managing, coordinating, and implementing events or promotions. Previous experience with program optimization processes is preferred.
“Proven experience may be replaced by previously established requirements.”
Certifications / Licenses: Valid Driver's License in the Commonwealth of Puerto Rico
Other: Car in good condition and available to travel to different locations in Puerto Rico.
Languages:
Spanish – Intermediate (comprehensive, writing and verbal)
English – Intermediate (comprehensive, writing and verbal)
“We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans and Individuals with Disabilities.”
