The Business Administration Specialist handles escalated Client & Coach issues directly from Client Support & Business Support lines to ensure service excellence standards are being met by providing feedback, assisting with questions, and resolving escalated issues. Additionally, this role will provide concierge-like service to our Field of OPTAVIA Coaches; will act as a business partner and assist OPTAVIA Coaches to achieve their business goals and provide similar experience for our cross-functional teams by providing support as well as advanced knowledge of systems and processes.
Provides support by processing 60+ tickets escalated daily from the frontline support teams and externally in a timely manner; manages occasional follow-up via outbound phone calls and emails to OPTAVIA Coaches, Business Leaders, and Clients daily. Will work with various departments to find timely and accurate resolutions to Client and OPTAVIA Coach issues and ensure proper approvals are documented. Responsible to resolve, track, identify, and communicate effectively with Clients, OPTAVIA Coaches, franchisees, external vendor partners, and Management to ensure the OPTAVIA Experience is delivered and trending is quickly identified and surfaced to the proper channels.