Job Description
FACILITATOR | ADVOCATE | PROBLEM SOLVER | COMMUNICATOR | OPTIMIZER | PARTNER. YPO is a member organization for over 35,000 CEO's and leaders all over the world. Our purpose is to create a better world by creating better leaders. YPO provides a variety of platforms, programs and opportunities for life-long learning and personal development.
YPO is searching for candidates to become Member Guidance Specialists (internal title), which is part of our global concierge team. The team provides high touch, timely service, 24/7, with a hospitality mindset (i e its a privilege to serve). Our Member Guidance Specialist is a service advocate, actively listening to member needs, providing timely solutions and facilitating valuable member connections across the YPO suite of products and services. Experiences that could be a fit for this role are customer service, hospitality, concierge, airline steward, virtual assistant, account management, customer success, member advocate, etc.
Fluency in English, both verbal and written, is required. YPO is a remote-first organization. This role is work-from-home but may require occasional trips for team meetings (2-3 times per year max). WEEKEND SHIFTS ARE REQUIRED as we are a 24/7 operation.
Associates will have two week days off. Working hours are 6 am to 3 pm India Standard Time. Please only apply if you are willing and able to work on the weekend. This is an international consultant contract as we are not an employer in India.
The initial contract is for 12 months with the possibility to renew for an additional 3 years. POSITION PURPOSE. This position plays a critical role on the global Concierge Team. The team is dedicated to providing high touch, timely service 24/7 with a hospitality mindset (its a privilege to serve).
Our Member Guidance Specialist is a service advocate dedicated to guiding high touch interactions by actively listening to member needs, providing timely solutions and facilitating valuable member connections across the YPO suite of products and services. PRIMARY RESPONSIBILITIES. Knowledgeable: Serve as a focused subject matter expert (SME) for designated portfolio(s) in providing solutions and making appropriate connections. Portfolios include member onboarding, renewals, and event support.
Responsive: Communicate professionally and effectively with members via inbound channels, also anticipating additional needs and connections. Forward Thinking: Utilize data and insights to anticipate and proactively address future opportunities problems, needs, or changes for members and associates. Deliver Excellence: Manage cases to ensure timely and accurate solutions according to established service level agreements. Capture effective and accurate notes in CRM.
Continuously Improve: Actively seek opportunities to improve service levels through agile, improvement and simplification of processes. Build relationships within the team and with associates across the organization through scheduled calls, micro-forum engagement, social interaction 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 and additional training for 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, helping them achieve excellence in voluntary roles for YPO initiatives. Excellent interpersonal skills, including strong diplomacy skills with the ability to build meaningful relationships with all levels of associates, members and vendors. Adaptable, insightful, empathetic and reliable.
Great sense of humor and humility. Able to maintain discretion and integrity of confidential information. Resourceful and able to work independently with initiative and common sense. Effective time management, organization and prioritization skills with the ability to focus on varied projects simultaneously.
Possesses a distinct global mindset, sensitive to local and international customs and protocols. Demonstrate empathy through active listening and asking the right questions to find the source of an issue. Able to identify problems, research alternatives, provide solutions and/or resolve issues in a timely manner. Anticipates member/internal client needs and delivers with clarity.
Analytical thinker with ability influence and guide processes with appropriate approach and execution. Natural curiosity and desire to learn more; proficiency and interest in applying new technologies and tools. Heightened awareness and understanding of YPO as an organization, team and collection of products and services. Excellent verbal and written communication skills, including proof reading, with a meticulous attention to detail.
Adjusts communication style appropriately to the audience. Professional presence, appearance, and stature 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 global services position.
Proven experience in supporting, stewarding and executing multiple stakeholder goals and deliverables. Membership or association experience preferred, with an understanding of governance structures helpful. EDUCATION / TRAINING / CERTIFICATION. Bachelors 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, without restrictions, once or twice per year.
Show more Show less
