Workplace Recovery Specialist

The Workplace Recovery Specialist at Regus is tasked with managing new and existing clients from inception through full life cycle. This role is primarily tasked with managing workplace recovery clients; including, billing, collections, test reservations and declarations.

The Regus Workplace Recovery Operations Specialist is responsible for all test scheduling and declaration support coordination during client emergencies. They will (by phone and email) support new and existing accounts, support new opportunities as the technical expert as directed by Management, for business across all Workplace Recovery Product, if needed. They will support all internal sales agents, corporate account and centre managers as the technical expert via phone or webinar that correspond to the customers’ business needs. This role will ensure that the GSC Workspace Recovery team will support Product Team management with reporting and renewal processing.

Reports to: GSC Workspace Recovery Assistant Manager

Duties and Responsibilities:

• Assist sales teams to exceed monthly targets and productivity Key Performance Indicators in line with company policy, procedure and pricing guidelines
• Receive inbound calls & make outbound calls to existing clients. Including renewals, billing, collections testing and declaration calls.
• Collect, generate, and track customers from prospect through to ongoing service.
• Accurately and efficiently deal with all tests and declarations in a timely manner, and record notes clearly in all relevant CRM systems.
• Collaborate and support field-based teams to provide great customer service, accuracy, and quality of information.
• Co-operate effectively with all other functions within Regus.
• Manage time efficiently to achieve goals.
• Recommend improvements that will positively impact sales and efficiency. Research and create addendums and agreements with accurate information as requested.
• Accurately and efficiently process all renewals in a timely manner and check record in the relevant CRM system.
• Research and create Client Location Reports.
• Perform other duties as assigned. 

Essential Skills and Abilities

• Persuasiveness/Sales Ability – Identifies needs of customers, customizes approach, demonstrates how service fits and responds to objections appropriately, supporting clients.
• Adaptability/Flexibility – Able to respond quickly to changing demands, processes, and updated information.
• Teamwork/Collaboration – Supports business unit’s initiatives and goals, co-operates, and demonstrates a positive attitude toward others; will assist in all areas as needed.
• Planning/Organizing Work – Sets priorities, establishes objectives/milestones, schedules activities effectively and submits accurate and timely reports.
• Communication Skills – Excellent phone skills, thinks on their feet, presents logically, listens to client needs, responds to objections, and creates interest in the product with the ability to close over the phone.
• Initiative – Takes action, and initiates calls in pursuit of sales.
• High Energy – Maintains high productivity/activity level.
• Values and Culture – Sets high-performance standards for self and the organization, embodies values of Regus.

The candidates could have either of the below experience (or background) in order to be considered for the role:

OR

Graduate:

• University graduate. Marketing, Communications, or Business Management program preferred.
• Excellent telephone skills including clear and concise communication, the ability to think quick and problem solve
• A warm and friendly personality that translates over the phone to great Customer service.
• Self-starter who can work with direction but with little supervision.
• Familiarity with computer applications such as MS Office, email, and CRM systems.
• Willingness to go beyond the job description to meet business goals.