Professional Photographers of America
Position Description
Job Title: Outbound Retention Specialist
Department: Member Value & Experience
Reports To: Member Experience Manager
FLSA Status: Non-exempt
Date: April 1, 2024
***THIS POSITION IS ONSITE DOWNTOWN ATLANTA***
POSITION SUMMARY:
As an employee of PPA, we work together to make PPA an excellent place to work. We engage in meaningful discussions, treat each other with respect and courtesy, and never gossip about one another. We are here to help our members succeed as photographers and small business entities while promoting the industry of professional photography.
What is the best description of our member care program? This is not your typical customer service department. It's a boutique-style, inbound call center. Our focus is to create an excellent member experience, which is much more valuable than making a sale. There is no churn and burn here, no cold calling or telemarketing.
This position is responsible for communicating PPA's benefits and programs that create and reinforce meaningful experiences for our members. An excellent member experience will have a direct impact on PPA's recruitment and retention goals. As the Outbound Retention Specialist, you will focus on:

• How to initiate and maintain an exceptional level of member satisfaction and positive interactions, through multi-channel communications telephone, email, online chats).

• Identify customers' needs, clarify information, research customer issues, and provide solutions and /or alternatives.

• Seize the opportunity to promote services and benefits. It is essential that we remind members of the value of their membership and associated benefits and programs.

• Work to elevate our customer experience through all avenues. Build valuable relationships and interactions; engage members/customers by going the extra mile.

• Develop a thorough knowledge and understanding of the associations' benefits programs and delivery methods. Become the in-house expert on all programs and benefits we offer our members/customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Contact members whose memberships are approaching expiration to remind them of the renewal process.

• Connect with members who has declined payment status to update their information to ensure successful monthly payment.
• Analyze data related to membership renewals, credit card declines, and reactivations to identify trends in areas for improvement.
• Maintain customer focus and adapt to different personality types to help resolve member/customer issues.
• Exceptional phone and verbal communications skills along with active listening.
• Resolve customer situations, within PPA's policies and procedures. This will include identifying the member's/customer's reason for calling; ascertain the cause, if possible; select and explain the best solution to the member; and expedite corrections including follow-up to ensure the issue has been resolved.
• Outbound projects as needed.
• Develop thorough working knowledge and understanding of the organizations association database system, PPA.com, and theLoop (PPA's private social network).
• Assist members with signing-up for membership, renewing their membership, making demographic changes, or signing up for a convention or a webinar.
• Work within the department to audit the database for accuracy.
• Keep records of all conversations in our membership database system in a comprehensive and condensed narrative.
• Must meet individual and team goals.
• Represent the association at assigned meetings and industry tradeshows as needed.
• Assist members and sell memberships at Imaging USA in the Membership booth.
• Actively participate in group and individual training programs.
• Performs other duties as assigned.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
The ideal candidate will have 2 years of customer service or call center experience. Excellent verbal and written communication skills are critical, along with the experience of working with customers/members in a positive manner. Excellent computer skills are a must.
EDUCATION and/or EXPERIENCE:
High School degree and some college coursework, 2 years of related customer service or call center experience, or equivalent combination of education and experience.
SKILL SET :
Highly organized to work independently and as a team player, with excellent follow up skills. Strong communication skills with a highly focused attention to detail. Excellent project management skills. Strong sense of professionalism with excellent communication skills. Ability to multitask and prioritize deadlines/projects. Strong customer service or call center skills. Creative problem-solving skills. Must be able to identify problems, review information, analyze options, and find/apply solutions. Proactive attitude- anticipates needs, problems, and opportunities Strong negotiation skills. Must be computer literate (Microsoft Suite), as well as have the ability to learn and utilize in-house industry-specific software applications.
This individual must be able to diffuse potential situations, work with a sense of urgency and be results-oriented, with the ability to multi-task in a fast-paced service environment.
CERTIFICATIONS, LICENSES, AND REGISTRATIONS:
PHYSICAL DEMANDS :
Must be able to lift up to 15 pounds without the assistance of another person. Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.