Resource Specialist

Description:

Job Status: Non-Exempt – Variable Hour

Job Summary: As a NexRep Resource Specialist, you will be the primary contact for independent marketplace contractors who perform customer and sales services for NexRep clients. Responsibilities include providing real time help while contractors provide service and analyzing metrics for NexRep’s clients and their campaigns to ensure the client’s performance goals are met. Other responsibilities include ensuring contractor adherence to their Independent Contractor Agreement and NexRep’s client workflows and processes are adhered to by contractors providing services for them.

Essential Functions:

• Provide real time chat support to contractors while they service
• Host one on one sessions with contractors to increase performance and knowledge of the client’s account
• Review performance data and provide recommendations to the Operations Manage to meet client goals
• Keep all client resources up to date
• Communicate changes from the client to contractors
• Host group sessions with contractors
• Send and reply to messages from contractors
• Review customer satisfaction data to identify trends for NexRep’s clients
• Provide detail scoring information to independent contractors

Requirements:

Position Requirements:

• Proficiency in Microsoft Office 365, including strong Excel skills
• Ability to collaborate effectively with other team members
• Ability to provide constructive feedback to agents
• Attention to detail
• Strong decision-making skills
• Ability to work independently

Hours/Travel: Daytime, Evening, and Overnight positions available. Weekend and holiday hours may be required to meet client’s needs. Travel to the NexRep client’s location for business meetings may be required from time to time. NexRep will reimburse for travel expenses incurred.

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee.

NexRep provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.