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CDS Global

Customer Service Upsell Program Coordinator

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Customer Service
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CDS Global, Inc
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1903696 Requisition #
SUMMARY
Under general supervision, administers the Customer Service Upsell Program using appropriate system(s) and technology.  Collects and communicates information pertinent to the upsell program.

ESSENTIAL FUNCTIONS
  • Maintains confidentiality of CDS and its clients’ proprietary information.
  • Develops and maintains a comprehensive knowledge and understanding of CDS Customer Service Systems, e.g., Batch, Serv, PFS, and upsell system technology.
  • Collects and reads information, e.g., offer qualification criteria, scripts, magazine descriptions, promotion keys, order terms/values, etc.  Reviews, assesses and prioritizes information.
  • Communicates information to clients, client management staff, CDS management and customer service representatives, via appropriate channel, e.g., memo, voice mail, email and meetings, in a clear and concise manner.
  • Prepares and provides reports to clients and CDS staff on a regular and on-demand basis.
  • Researches and responds to questions such as questions concerning the upsell program, client offers, and reports.
  • Creates and maintains documentation of information, procedures, and processes.
  • Reviews trouble reports, identifies routine system problems and determines proper resolution.
  • Manually enters, edits, and deletes system information, e.g., client offers and customer service representative information, accurately and under time sensitive deadlines.
  • Tests and maintains client offers.
  • Serves as an information resource in training CSR’s and management personnel to facilitate staff development, production efficiencies and increase revenue for upsell offers.
  • Attends and participates in meetings and/or training sessions.
  • Listens and monitors representative calls for quality and accuracy of upsell extends and accepts.
  • Coordinates requests for additional functionality, assists in justification when necessary.
  • Develops and coordinates incentive ideas and recommendations with the goal of improving the upsell program and increasing revenue.
  • Interacts in cooperative and professional manner, with all levels of employees, vendors and/or clients, in team environment.  Promotes a professional working relationship with clients and CDS staff.
  • Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.
  • Reacts to change and remains productive.
  • Acquires and adopts new information in changing technical environment.
  • Adheres to CDS attendance policies; reports to work station as directed (by Management).
  • Follows all CDS ergonomic and safety policies.

ADDITIONAL DUTIES AND RESPONSIBILITIES
Assumes additional responsibilities as requested (or required).

EDUCATION AND/OR CERTIFICATION, SKILLS AND LICENSING
  • High School or equivalent.
  • Above average written and verbal communication skills.
  • Above average PC knowledge and skills.
  • One or more years experience using word processing and spreadsheet software.
  • Typing – minimum of 25 wpm.
  • Experience using simple mathematical skills.
  • Experience with customer service environment or inbound telephone service preferred.
  • Experience with software administration, Microsoft Access, AS400 and query preferred.
  • Knowledge of Customer Service work flows, efficiencies, procedures and systems preferred.
  • Experience using analytical skills and reports to identify trends and establish business assumptions.
  • Experience using creativity and initiative to evaluate improvements to a process or system.
  • Experience applying critical thinking skills to objectively analyze a situation and to evaluate the pros and cons and the implications of any course of action.
  • If required to travel, has access to transportation requiring a valid driver’s license, proof of safe driving record, and active insurance.



EOE/AA Employer including Vets and Disabled


Pre-employment background check(s) conducted on qualified candidates.
Post-offer, pre-employment drug/health screening(s) required for some positions.

 

Accessibility: If you need an accommodation as part of the employment process please contact Human Resources at:
Phone: 515-247-7500
Email: hremployment@cds-global.com

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BENEFITS

CDS Global employee benefits are a significant part of your compensation package designed not only to attract and retain, but also to reward high-performing employees.

Benefits that we do offer include: • Health, Dental & Vision insurance • Life & Disability insurance • 401(k) company match .50 cents for every dollar you save -
(up to 3% of your pay).
• Casual dress • Free parking • Fitness facility on-site at our Des Moines location,
and Fitness Reimbursement Program
• Tuition reimbursement program • Ten paid holidays • PTO given at the start of your employment

CULTURE

Since 1972, CDS Global has been developing advanced solutions for the media, nonprofit and utilities sectors from all across the world. It's been our job to make sure consumers get access to the content or services they pay for, whether it's in print, online or on a mobile device.

We're a technology company, a data company, a marketing company and an operations company for a lot of things to a lot of businesses in a lot of places. In addition to a fast-paced, innovative work environment, you'll find a wide range of advantages that set CDS Global apart from other employers.

OFFICES

CDS Global's headquarters are located in Des Moines, Iowa, the heart of the Silicon Prairie. Strategic locations are also found in Arizona, New York, Texas and across Iowa. We operate internationally in Australia and the United Kingdom.

ABOUT CDS GLOBAL

CDS Global is the leading provider of end-to-end business process outsourcing. We manage 200 million consumers for more than 1,000 brands and organizations across the globe. We have been delivering superior business results and consumer experiences for almost a half century. Our clients range from single-title magazine publishers and local nonprofits to international media companies and multi-chapter charities. Backed by nearly 130 years of stability and vision from Hearst, we have the support we need to invest in technology and resources that keep our clients ahead of the curve.

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