Outbound Engagement Advisor

(ISC) is an international nonprofit membership association focused on inspiring a safe and secure cyber world. (ISC) offers a portfolio of credentials that are part of a holistic, pragmatic approach to security. Our association of candidates, associates, and members, nearly 280,000 strong, is made up of certified cyber, information, software, and infrastructure security professionals who are making a difference and helping to advance the industry. Our vision is supported by our commitment to educate and reach the general public through our charitable foundation - The Center for Cyber Safety and Education. For more information on (ISC), visit www.isc2.org, follow us on Twitter, or connect with us on Facebook and LinkedIn.

We are committed to an inclusive and equitable environment that values the unique perspectives and experiences of our entire workforce. We strive for a true sense of belonging for all our employees and to foster authenticity, trust, empowerment and connectedness that leads to everyone's success. For more information, visit www.isc2.org/dei.

This exciting position requires Advisors to make pro-active engagement calls to our valued members. It is not a direct sales role but plays a significant part in helping (ISC)² build and maintain our membership through engaging with them and adding value. Targets are associated with this role.

Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI's associated with the role.
• Actively promote products and services to our customers. Explaining products and making recommendations based on customer driven information
• Proactively managing member accounts ensuring they are getting the best experience from (ISC)²
• Making daily high-volume outbound calls to members updating them on their membership status
• Understanding dissatisfaction from Members and working to provide solution
• Welcome calls to new certified members at (ISC)²
• Achieving designated productivity and quality KPI's
• Designing and delivering emails campaigns to support Outbound campaigns
• Effectively maintains daily accurate and up-to-date customer data in Salesforce CRM.
• Actively seeks opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty
• Miscellaneous duties as assigned.

• 3 years experience in a high-value customer experience or telephone account management role.
• Experience of making outbound calls to customers
• High School diploma or GED
• Must have excellent written and verbal communication skills in English
• Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation
• CRM/database applications experience a plus (i.e. Salesforce)

Skills/Competencies:

• Must be able to demonstrate the ability to build relationships - this is not a transaction customer service role and therefore we require strong verbal communication skills and people and
• Passionate about customer experience and puts the customer at heart of every contact
• Self-motivated and successful self-starter, who is detail oriented, and shows a successful history of meeting and exceeding goals.
• Superior organizational and planning skills with excellent written and oral/presentation skills.
• Strong communication and interpersonal skills with both customers and our internal team members alike, exhibiting focus and drive for business building and working collaboratively with (ISC)² employees to grow the business
• Ability to demonstrate and support the 5 Company Core Values: Integrity, Excellence, Unity, Accountability, Agility
• Proficiency in MS Office and ability to work effectively in Salesforce

Physical & Mental:

• Normal business hours, 8 am - 5 PM EST, and must occasionally work flexible hours to accommodate various regional time zones; to include extended hours, evenings, and weekends, when necessary
• Travel is not part of this role, but occasional travel may be required
• Work in an office environment using dual monitor computer screens
• Sitting for extended periods

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All qualified applicants will receive consideration for employment 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 as protected by applicable law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.