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Retention Product Support Specialist I

Coralville, IA

Job Information

Retention Product Support Specialist I

Location:Iowa, Coralville


The RPSS1 is a key member of a collaborative inside sales and delivery team responsible for client services and sales support of widely-utilized assessment instruments, including the Student Satisfaction Inventory™, the Retention Management System™ and the Research Toolkit. The focus of this position is to facilitate order processing, online account set-up, and sales support. This position is primarily responsible for activating orders received in an online Web database system, managing online account and completion activities for the survey instruments, including front-line customer service and survey customization and responding directly to inquiries about the Research Toolkit via telephone and email.

This individual will also be responsible for telephone and email outreach to clients to determine continued assessment plans, and to individuals who have expressed interest in the instruments to set up appointments with the subject matter experts. The position involves weekly analyses of activity and data entry into supporting client information systems. Strong oral and written communication skills are essential for regular client interaction. The ability to prioritize and to respond to critical client requests in a timely manner are necessary to be successful. High quality customer service is expected in this position to assure product renewal in the future.


Order activation activities for orders received via Web system, including confirming details in a database and outreach to clients to clarify their intentions

Contacting clients weekly to assist with improving survey response rates

Online account set up responsibilities, including survey customization activities, uploading data files, email invitation messages

Launching daily outreach emails to individuals invited to complete surveys

Supporting sales to new and returning clients via telephone and email outreach for data gathering and appointment setting

Front line customer service to answer client questions and resolve client issues, via phone and email

Entering client activity into client information system

Quality control review of completed reports before delivery to client

QUALIFICATIONS: Education, Licenses/Certifications, Skills and Work Experience:


An Associate's degree or an equivalent combination of education and experienced is required.

Previous experience with databases and/or helpdesks

Comfort level with handling in-bound and out-bound phone activities for client service and sales support

Knowledge of Microsoft Office Suite and most notably, Excel experience.

High quality customer service

Candidates must also have a strong attention to detail

Ability to work independently and as part of a team

Demonstrate critical thinking and problem solving skills

Ability to prioritize, execute, and complete tasks under tight deadlines

Excellent communications skills/Strong oral and written communication skills are essential

Infrequent light physical effort required

Posted 11/15/16

Job ID: 20662405
Mactive ID: 40232