Member Advocate Assistant - ELITE Dental Alliance

Summary/Objective

Reporting to Vice President of Member Engagement, the Member Advocate Assistant is responsible for managing all incoming leads, scheduling demos, onboardings, member reviews and the member advocate support inbox. The role includes responding to web chats and completing collections calls. This individual will also assist with lead follow-ups from events, vendor campaigns, and promotions, and engage in various strategic initiatives to drive ELITE's growth and member satisfaction.

Essential Functions

1. Lead Management and Qualification:  This encompasses handling incoming leads, prioritizing them, providing information, and scheduling demos.

2. Member Support and Communication: This focuses on managing web chat, multi-channel communication, addressing member inquiries, and providing assistance with redemptions, rebates, and payments.

3. Sales and Onboarding Support: This includes scheduling meetings, supporting the onboarding process for new members, and contributing to sales enablement.

4. Data Analysis and Process Improvement: This covers interpreting sales data, contributing to member journey mapping, researching competitors, and proposing process improvements.

5. CRM and Administrative Management: This centers around managing the CRM system (HubSpot), ensuring data accuracy, and managing the member advocate inbox.

Responsibilities & Duties

1. Manage and qualify incoming leads via phone, email, and web forms, including scheduling demos.

2. Provide real-time support through web chat and multi-channel communication, addressing lead and member inquiries.

3. Conduct outreach and manage collections, including scheduling member reviews and onboarding calls.

4. Support new member onboarding, including documentation, confirmation emails, and addressing common questions.

5. Maintain and utilize the CRM system (HubSpot) for data accuracy and sales team support.

6. Manage the member advocate inbox, ensuring timely responses and accurate record-keeping.

7. Analyze sales data and metrics to refine targeting strategies and contribute to member journey mapping.

8. Collaborate with marketing teams to align lead generation efforts and contribute to sales enablement materials.

9. Organize and participate in virtual events, following up on leads generated from those events.

10. Propose process improvements based on feedback and data analysis.

This job description is not designed to cover or contain a comprehensive listing of essential functions or responsibilities that are required of the employee for this job. Essential functions and responsibilities and activities may change at any time with or without notice.

Education & Experience

• Bachelor’s degree in business, Marketing, Communications, or a related field preferred but not required.

• 1-3 years of experience in a sales development, customer service, or related role

• Experience with CRM systems, preferably HubSpot

• Demonstrated success in lead generation and qualification

• Strong understanding of sales processes and methodologies

• Excellent verbal and written communication skills

• Proficiency in Microsoft Office Suite and Monday.com

• Experience with social selling and multi-channel outreach strategies is a plus

• Familiarity with the dental industry is beneficial but not required

• Proven ability to meet or exceed sales targets and KPIs

Travel

Travel is nominal for this position and may require attending the annual Company Meeting and may include other industry events as needed.

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

Physical Demands

This is a largely sedentary role; however, some bending, standing and lifting is necessary.

Position Type & Expected Hours of Work

This is a full-time, non-exempt position. Days and hours of work are Monday through Friday 8:30 a.m. to 5 p.m. Some flexibility in hours is allowed based on management’s approval. An in-office presence is required. Upon the completion of training and managements approval, there may be flexibility to work remote up to 2 days per week or as business needs allow.

Company Benefits:

Medical, 401(k), and Paid Time Off.

Job Compensation & Benefits
Through our competitive compensation and benefits program, we seek to attract, retain and motivate a high-performing and increasingly diverse Associate population. Our compensation and benefit structure is comprised of many factors, including but not limited the size of our Firm, our financial position, the industry, business objectives, market salary information, benchmark pay levels and practices against the respective peer group (to ensure equal pay for equal work, with allowable pay differences based on factors not prohibited by law), and unique circumstances of the Firm that are subject to change.

Compensation
Minimum: $17/Hour - Maximum: $21/Hour