Agency Operations & Retention Support Specialist

Employer based in · Remote

Hiring talent from: all countries

Agency Operations & Retention Support Specialist Key Responsibilities: Reception & Client Communication Act as backup receptionist by monitoring Slack and helping with incoming client communication. Help clients who are on hold, and encourage them to opt in to Hearsay texting so they can get updates on LSP callback times. Keep client communication organized and make sure follow-ups get done. Retention Support Run pre-renewal reports and lists in Performology. Help the Retention Specialist identify and prioritize customers with upcoming renewals. Support call and text follow-up so high-priority retention opportunities are handled quickly. Assist with outbound calls during busy periods, as agency needs require. Performology Management: Build advanced knowledge of Performology and become the agency's in-house expert. Help set up and refine goals, incentives, spiffs, bonuses, and performance tracking. Make sure performance programs support agency goals and minimum LSP expectations. Track progress, recognize achievements, and keep goals visible to the team. Prepare tracking and reports for agency leadership. Slack & Team Operations Learn how to use Slack for agency communication, accountability, workflow management, and collaboration. Help build Slack-based processes for daily operations. Monitor key conversations, follow-ups, tasks, and team needs. Take as many non-licensed tasks as possible off our Service LSPs so they can focus on work that requires their license. Who You Are: You have a strong mix of intellect, initiative, drive, and personality. You are: A fast learner Proactive and self-directed Comfortable figuring things out without step-by-step instructions Outgoing, upbeat, and encouraging Organized and detail-oriented Able to track several workflows at once Skilled with systems, reporting, and process improvement Confident communicating with both clients and teammates Able to hold people accountable while staying positive Eager to become an expert in the agency's tools Quick to spot problems and propose solutions before anyone asks What Success Looks Like: The agency can rely on you to monitor, track, organize, report, follow up, and encourage the team. You will reduce administrative and non-licensed work for our Service LSPs, improve retention follow-up, strengthen accountability, and give leadership better visibility into performance. This role isn't for someone who waits for assignments. You will learn the agency, understand our goals, spot what needs attention, and take ownership of it.  • Tools: • Performology • Slack Integration • Go High Level • Outlook • Ricochet • Zoom • Social Media Admin • Website Management • Google Docs • Engagement Compensation• $4-9/hr. -** open to all types of candidates • Working schedule: Alaska Daylight Time (AKDT) = UTC8 Alaska Standard Time (AKST) = UTC9 https://mail.google.com/mail/u/1?ui=2&ik=46a737b3ab&attid=0.1&permmsgid=msg-f:1877607209963429155&th=1a0e99cf39951d23&view=att&zw&disp=inline