SUMMARY
Sr. Supplier Success Professional (Customer Support) supports the High Value Suppliers model. Using in-depth knowledge of the Connect and Salesforce platform to manage the compliance information of Suppliers by communicating via mail, telephone, or personally to meet specific compliance requirements of clients. Responsible for the accurate processing of supplier documentation. This position will have emphasis on high value clients as determined by the business. This will include but is not limited to compliance focused campaigns and new client onboarding. They are expected to be experts in their role and mentor to the others.
After the initial 4-8 week training period in office, this role would require a hybrid work schedule in our Calgary, Lehi, Houston, or Dallas office (Tues-Thur in office, Mon/Fri work from home). This position will start on July 7, 2025.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Professionally respond to customer service needs of Avetta customers via Phone, Chat, Email, Voicemail, SMS, and any other active service channels as assigned and needed.
- Extensive knowledge of Client requirements, including but not limited to Insurance, OSHA, MSHA, Safety Manual, etc.
- Provide Avetta Customers with World-Class service
- Responsible for working directly with Suppliers to collect compliance information and increase overall compliance percentages and ongoing relationship with Suppliers and their compliance information.
- Work with Suppliers to ensure that their information ("file") is complete and correct
- Work with third parties on Supplier's behalf (e.g., insurance agents) when applicable, to collect compliance information.
- Handle customer escalations and service recover efforts
- Serve as a subject matter expert in Connect, Salesforce, and other Avetta used platforms. Assist with training others.
- Other duties, tasks and projects as required.
METRICS THAT MATTER:
- Customer Satisfaction (CSAT) Survey Scores
- Personal and team CSAT scores
- Core Inbound servicing metrics
- Phone & Chat Wait times
- Abandon %
- Service Level
- Quality
- Compliance & Completion
- Campaign specific metrics and reporting's
- Productivity