Digital Lead Specialist

• High school diploma or general education degree (GED) and 2+ years of related experience

Summary:

Assist the ISC in processing leads, entering data into the system, preparing and running reports, assisting with payroll bonus reporting, research, work and monitor essential email boxes, listening to and sending call recordings, maintaining Hatch AI, responding to Hatch inquiries, assisting with AI prompt engineering for Balto and Hatch, as well as any other duties assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties as assigned.

• Entering new leads into the operating system, for agents to call. This involves working in a timely and structured manner, to ensure all leads are entered promptly, correctly and error free.
• Generating weekly, monthly, and periodic reports for ISC Management. This requires some proficiency in Microsoft Excel and/or Google Sheets.
• Processing ISC agent payroll bonuses. This requires data entry into the payroll system, checking the validity of entered leads and no exception confidentiality of personal employee data.
• Required to work multiple essential email boxes. Including taking requests from ISC agents and ISC Management to work, correct, or research leads.
• Responsible for call recording listening. Many calls will need to be forwarded to management. Responsible for assisting ISC Management in special projects, and additional job duties maybe assigned.
• Efficiently and effectively responds to customer Hatch inquiries. Including scheduling and entering appointment details into Hatch and Enabled Plus.
• Completing the daily task sheet with the assistance of fellow digital lead specialists.
• Attend weekly Digital Lead Team meetings, to discuss procedures, updates and new protocols and share new ideas with team members.
• Maintain, edit, update/upgrade AI prompting for both Hatch and Balto as business/customer needs change/adapt.
• Maintain knowledge of all scripting changes to incorporate into Balto and Hatch.
• Additional Hatch and Balto duties and responsibilities as needed for continued growth and expansion of Renewal by Andersen BORO Group and the applications themselves.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list by all responsibilities, duties and/or skill required of the individuals classified in this position.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Must have experience with Microsoft Word, Excel and Outlook as well as Google Sheets. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

High School diploma or general education degree (GED) and two+ years of related experience.

Ability to read, analyze, and interpret general business, technical procedures, or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area and volume.

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Must be proficient with Microsoft Office, Word, Excel, Outlook, and Google Sheets and other basic computer functions.

Ability to stay organized and demonstrated ability to adapt well in an ever-changing environment.

Ability to complete responsibilities timely.

Ability to build and maintain relationships and trust at all levels of the organization.

Excellent interpersonal skills; able to communicate effectively with executives, managers and employees.

Ability to find resolution and deliver difficult feedback.

Ability to take initiative, be resourceful and deal with changing timelines with minimal direction. Confidentiality, diplomacy, and a high degree of professionalism is required.

Ability to work in both a team atmosphere as well as work independently with minimal direction.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. The individual must maintain regular and acceptable attendance at such level as determined at the Company’s sole discretion.

Employees must display strong interpersonal skills, adaptability, sensitivity, dependability, oral and written communication skills, organizational skills, work standards and follow up. Reasonable…