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Director, Ancillary Products

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Description

Summary

The Ancillary Products Director is responsible for the implementation and oversight relating to the implementation and solicitation of all ancillary products within the Customer Care Call Center.

Essential Job Functions:

  • Implementation
    • Partner with various internal/external departments & entities in an effort to implement new ancillary products relative to corporate initiatives

  • Process Flows
    • Develop optimal workflows within Customer Care to ensure we are working in the most efficient and seamless manner possible
    • Create agent pitch and rebuttals to overcome customer objections as it relates to each specific product
    • Assist in the development of scripting within Sagent to provide additional agent guidance

  • Reporting/Results Tracking
    • Ensure agents are adhering to policy and procedures
    • Establish and submit reporting requests to appropriate business units in an effort to monitor daily performance and expected results
      • Agent, Supervisor, Site Results
      • Daily, Weekly, Month to Date, Month End Results
      • Exception Reporting
      • Customer Opt In Results

  • Updating Job Aids/CCA Staff Communication and Applicable training Development
    • Ensuring all Job aids and training material is updated with any and all current processes
    • Create and distribute CCA’s to Call Center Staff to advise of recent changes
    • Collaborate with Training Department to ensure all material coincides with current processes.
  • Enhancements
    • Implement new strategies based on company initiatives and current industry objectives

Other Related Duties:

  • Performs other related duties as assigned.
  • Distribute marketing materials to all applicable staff so they are prepared to answer customer questions
  • Work with Marketing to create informational content
  • Create and track incentives/contests

Responsibilities:

Management of Ancillary Product Performance

  • Customer Savings Opportunity (CSO)
  • Paperless
  • Matic (HOI broker)
  • Website /ACH Sign up
  • Cinch (home warranty)
  • Mobile App

Qualifications:

 

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

 

Education and/or Experience:

 

Associate's degree (A.A.) or equivalent from two-year College or Technical School; or one year to two years related experience and/or training; or equivalent combination of education and experience.

 

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