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Host Family Services Manager

Synopsis

At GreatAuPair, the Host Family Services Manager directs and manages the activities of the sales team, develops sales strategies for new business development and for the retention of existing customers to maximize the company’s revenue and operating objectives. You must possess a positive, can-do attitude, and use your "inner cheerleader" to champion the team to meet or exceed weekly targets. The ideal candidate will be able to demonstrate how they’ve successfully managed complex customer service issues with professionalism and tact. You must be able to drill down into issues and identify the root cause to suggest new best practices. You must also be an excellent communicator, able to collaborate with multiple departments.

The Role

The Host Family Services Manager role is a leadership role directly responsible for the customer experience and the financial success of the company. Since the Host Family Services Manager handles escalated service issues related to contracts and payments, this position requires a high level of professional polish, excellent conflict resolution skills and a solid understanding of the au pair program regulations.

As a leader, the ideal candidate would be able to work with team members to identify areas of opportunity and to develop processes and solutions incorporating feedback from direct reports to establish a highly functional and cohesive team. You must have the proven ability to coach in a manner that addresses different learning styles and skill sets in addition to identifying and capitalizing on individual key strengths. You must possess excellent written and verbal communication skills, be analytical, and apply those skills to set realistic goals and ensure accountability of all team members to ensure the continued success of the Host Family Services team. The Host Family Services Manager is to provide exceptional service to both internal and external customers, which includes presenting weekly departmental status reports to senior management.

The ideal candidate has superior time management skills and is extremely detail oriented. This position ensures Department of State compliance on the part of the host family and is responsible for continuous auditing of files. Additionally, a minimum of 4 years of similar experience, a solid knowledge of Microsoft Office applications, CRM, Google docs, database systems, Internet and social media tools is required.

This position reports directly to the Vice President of Program Operations.

Requirements

The successful candidate will possess the following qualities, assets, skills and experience:

  • 4-year degree or similar experience
  • 4+ years of experience in the J-1 sector, customer service, sales/marketing, recruitment, hospitality, administration or communications
  • Must have excellent written and verbal communication skills to communicate with customers, coworkers and partners
  • Must have proven ability as a self-starter who can work independently, take initiative and get tasks done in a timely manner
  • Excellent problem solving skills
  • Exceptional organizational skills, attention to detail with the ability to multitask
  • Remote work and management experience
  • Must have a computer and high-speed Internet
  • A dedicated home office and quiet space to work are required
  • Ability to manage phone calls and emails on a daily basis
  • Working knowledge of Microsoft Office, CRM systems, databases, Internet and social media applications
  • Passion for sales process, customer satisfaction and retention
  • Consistent, positive “can-do” attitude with the confidence to back it up
  • Must be professional, kind, authentic, friendly and courteous
  • Strong preference for second/third language skills - a definite plus

Job Duties and Responsibilities

Host Family Services Manager has the following duties and responsibilities:

Sales and Marketing

  • Serving as the leader for the sales team, the sales manager will outline the staff’s training programs, develop strategies for the sales team to operate efficiently and push team members to surpass short- and long-term sales targets.
  • Weekly review of sales calls and email communication. Establish strategies to address areas for improvement.
  • Plan and allocate resources to effectively staff department ensuring reach out efforts are met within the established timeline.
  • Track reach out efforts for host family leads, call volume (inbound & outbound) and report on averages and create best practices based on collected data
  • Weekly sales meetings with team
  • Oversee the management of host family referrals

Administration

  • Review incoming host family applications and notify appropriate staff of any concerns with the suitability of the host family
  • Manage host family records to ensure all Department of State required documents are organized and in place at all times for audit
  • Assist the Vice President of Program Operations and the IT team with process refinement and development
  • Create training documents for all positions within the Host Family Services department
  • Managing ‘host family’ email inbox
  • Attend to various scheduled administrative tasks

Accounting

  • Oversee J-1 host family accounting: ensure payments have been received, issue host family invoices, issue credits and process refunds on a timely basis and follow up with the Host Family Services team on any pending accounts receivable

Customer Communication and Problem Resolution

  • Quickly and professionally resolve customer issues by providing technical guidance and information regarding company services, products, procedures and terms. Investigate site problems and complaints. Communicate with customers regarding resolution
  • Field post-match calls from families (questions about timing, visas, etc.)
  • Field J-1 host family complaints directed to the corporate office. Direct inbound calls to appropriate staff as needed
  • Respond to any negative social media reviews and manage any Better Business Bureau complaints
  • Resolve interdepartmental concerns regarding host families and provide ongoing support to team members

Management

  • Effectively manage the Host Family Services team to ensure objectives are met
  • Provide weekly reports on host family payments, matches, lead management, attribution, customer feedback, competitor activity, and other areas as needed
  • Recruit, hire, onboard and train new Program Advisors in sales roles
  • Provide oversight and direction to staff in accordance with GreatAuPair’s policies and procedures
  • Maintain transparency through effective communication. Appropriately communicate information through department meetings, one-on-one meetings, email, and IM
  • Participate on “Manager on call” phone rotation
  • Other duties as assigned

Performance Criteria

  • Meet or exceed customer satisfaction goals
  • Meet or exceed monthly sales and placement goals
  • Meet or exceed Department of State compliance regulations

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