Representative, admin member compensation transact
overview
recruiter: alma martinez
reports to: brenda rivera
member compensation gbs department is the only area assigned to make positive and negative adjustments to mb earnings. It is highly audited by internal and external auditors to ensure compliance with regulatory requirements, procedures, and adherence to customer regulations.
the member compensation gbs team will be accountable to ensure the department and company remains in compliance.
job qualifications
skills required
* excellent communication, analytical, problem solving and mathematical skills
* bi-lingual english/spanish written/verbal communication
* customer, deadline and results oriented
* strong verbal and written communication skills
* ability to interact effectively at all levels with sensitivity to cultural diversity
* ability to adapt as the external and internal environment evolves
* ability to meticulously check calculations for accuracy
* ability to analyze data and propose innovative solutions
* strong organization
* capability to interact and effectively coach agents with sensitivity to diversity
experience required
* 1-2 years of experience in data entry or customer service
* 1-2 years of experience working with numbers
education required
* high school diploma or equivalent
* 90% in daily shake in the last 3 months
* knowledge of the herbalife marketing plan
preferred
* strong numerical skills and ability to work in multiple currencies
* strong sense of initiative
* ability to solve practical problems and organize workload for effective implementation under general supervision
* administrative or customer service experience
* knowledge of the herbalife marketing plan
position summary – member services manager
this position reports to the senior manager of member & client experience and is responsible for ensuring the member services department in guadalajara is fully operational, and focus is based on exceeding expectations both internally and externally.
the job requires attention to detail, extensive knowledge of services provided, thorough follow-through and the willingness to lead by example.
the person filling the role will be responsible for all aspects specific to the member services division located in guadalajara, mexico. This includes, but is not limited to, process implementation, report generating, employee development, client relationship development, new service implementations, coaching and mentoring, determining "right‑fits" through hiring & corrective actions.
the member services manager is directly responsible for any items/duties/performance as it relates to the resortcom member services department.
compensation & benefits
* salary grade: $45,000 - $50,000 salary + potential to make up to $30,000 monthly bonus.
* position type: salaried position – full‑time.
* in‑office only – not a remote job.
* expected hours: must be available to work any day & time of the week; must be able to work long shifts based on department needs; schedule determined by business needs.
* reports to: senior manager of member & client experience.
essential functions
* provide daily directions and communication to the member services department to ensure goals including revenue generation, client experience servicing, and operational projects to include hiring are effective for the call center operations.
* lead employees using performance management and development processes that provide an overall context and framework to encourage and inspire employee contribution, including goal setting, providing feedback and performance development planning with weekly 1‑2‑1 meetings.
* manage the floor by ensuring constant support from key positions (supervisors & team leads) and work directly with the workforce team to ensure adequate staffing and effective use of human resources.
* responsible for day‑to‑day staff supervision including monitoring staff performance.
* support adjustments to real‑time service levels.
* support all new‑hire onboarding and development processes that provide an overall context and framework to encourage and inspire employee contribution, including goal setting and performance planning.
* work with support staff to deliver high standards of customer service and achieve monthly goals in revenue, service level and quality assurance.
* review and monitor monthly performance, develop plans to rectify problems and provide feedback for continual process improvement.
* oversee performance, ensuring all agents receive ongoing feedback and bi‑weekly 1‑2‑1 meetings.
* use coaching and mentoring to empower employees to take responsibility for their jobs and goals, delegate responsibility and ensure accountability and regular feedback.
* establish guiding principles for the division to ensure full alignment with organizational goals.
* meet financial objectives by estimating requirements and helping prepare and analyze annual budgets.
* maintain a high level of professionalism with all internal and external communication channels.
* respond to and resolve employee relations issues expressed by team members; create and maintain a high quality work environment so team members are motivated to perform at their highest level.
* respond to daily problems; work with relevant department personnel to resolve issues where possible and investigate all complaints concerning operations to ensure speedy resolution.
* collaborate with direct reports, management and other departments to create new standard operating procedures, ensuring existing sops remain relevant and up‑to‑date.
* inform the leadership team of any issues, emergencies or opportunities that arise.
* effectively communicate with all members of the leadership team.
* perform all other duties and projects assigned by management.
other duties
this job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step‑by‑step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
position summary – reservation agent
we are seeking highly motivated, goal‑oriented, problem‑solvers to join our member services team. Our reservation agents provide world class service to all inbound and outbound calls from our members supporting their reservation needs.
in our fast‑paced, exciting environment, your day will consist of various call scenarios ranging from assisting with payments, helping to determine the best financial solutions & providing answers to questions about vacation experiences and so much more.
pay information
* reservation agent (spanish & english) – $22,000 pesos monthly + 10% attendance bonus. Monthly commission ranges from $2,000 – $10,000 depending on kpi achievements.
* agents are scheduled for 40 hours per week and may work weekends and weekdays.
* career progressions: • additional client reservation agent – average promotion in 3‑6 months. • elite reservation agent – average promotion in 6‑9 months.
* monthly development workshops to add new skills to your existing knowledge.
essential functions
* handle inbound and outbound calls with reservation requests and perform all other club services functions.
* provide world class service on all calls by using resortcom call quality model.
* effectively resolve customer issues and complaints through proper research, identify solutions and take ownership.
* educate members on amenities, activities, products and services offered at each resort.
* maintain a working knowledge of all resorts, company policies, procedures, products and services.
* meet or exceed daily, weekly and monthly sales goals.
* willingness to work flexible schedules that vary according to business needs.
* adhere to assigned shift schedule and break and lunch schedules.
* attend and complete all required and compliance training.
* perform other duties as assigned.
other duties
this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
work environment
the work for this position is conducted in an office environment. The noise level in this environment is usually high. Travel may be required to receive training, attend meetings and develop relationships with other professionals. Evenings and weekend work may be required based upon the workload.
required education and experience
* bilingual (english – spanish)
* high school diploma (or high school equivalence certificate)
* excellent organizational, multi‑tasking and prioritising skills
* ability to work under pressure (high sales environment/strong customer service)
* proper phone etiquette
* problem solving skills
* outstanding customer service skills
* data entry experience
* ability to build relationships
* customer focus
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