Inbound Customer Support Specialist Jobs in Puerto Rico

ProSidian is looking for "Great People Who Lead" at all levels in the organization.  Are you a talented professional ready to deliver real value to clients in a fast-paced, challenging environment?  ProSidian Consulting is looking for professionals who share our commitment to integrity, quality, and value.

ProSidian is a management and operations consulting firm with a reputation for its strong national practice spanning six solution areas including Risk Management, Energy & Sustainability, Compliance, Business Process, IT Effectiveness, and Talent Management.  We help clients improve their operations.   

Linking strategy to execution, ProSidian assists client leaders in maximizing company return on investment capital through design and execution of operations core to delivering value to customers.  Visit www.ProSidian.com or follow the company on Twitter at www.twitter.com/prosidian for more information.

Group dynamics can be difficult at best when critical decisions need to be made.  A Group Meeting Facilitator interacts with groups that need coaching to work productively as a team to reach a common goal.  The Facilitator Support Specialist supports the Group Meeting Facilitator and the overall Engagement Team to guide discussions of the topics laid out in group meetings and/or project/taskforce initiatives agenda, with the purpose of moving the team towards a common goal.  

The Facilitator Support Specialist helps foster collaboration and teamwork and supports the management of conflict among team members.  The ProSidian Consultant | Facilitator Support Specialist will help coordinate, lead, and support all phases of team meetings to ensure progression and completion of work as well as supports the Global Project Lead (GPL) And Project Team, and is accountable for the helping to support quality, timeliness, and effectiveness of group meetings and/or project/taskforce initiatives that end with delivery of the final outputs that achieve stated mission objectives.

The ProSidian engagement team's role is to help organizations, large and small, in both the public and private sectors, to build and develop effective competitive business relationships based on a collaborative approach.  Our approach is focused on knowledge transfer, team building, and strategic collaboration, enabling organizations to build and develop their internal capability, process, and systems.  In this visible position, you will use your skills to participate in all phases of the client project requirements for the facilitator support specialist.  ProSidian facilitation teams provide practical guidance based on a wide portfolio of experience utilizing knowledge from extensive relationships within the commercial, government and academic arenas.

The job of a "Facilitator Support Specialist" is more of the "Key Team Member" than a participant throughout the Program Period.  The ProSidian Facilitator Support Specialist shall work to support the Group Meeting Facilitator and The Engagement Team helping clients across private companies, fortune 1,000 enterprises, and government agencies of all sizes.  You support the management of the flow and energy throughout the program period.  You help respond to participant needs and requirements, listening carefully to what they say, proactively planning and providing technical support and for group meetings and/or project/taskforce initiatives.

The ProSidian Facilitator Support Specialist shall work as part of a team and help groups, such as business teams, advisory boards, emergency action task forces, working groups, strategy planning teams, and community organizations with representatives who may have differences in perspectives, cultures, backgrounds, and shaped viewpoints to solve problems and improve operations through a structured approach to strategic solutions.  The Facilitator Support Specialist helps the Engagement Team to getting past obstacles and trouble shoot planning and technical support issues so the group can communicate effectively. 

Help Coordination/Logistics Processes | Support Processes For Topic/Agenda Acceptance | Help Develop Group Meeting Agendas | Help Ensure Client Conference/Program Participation | Engage In Ongoing Course Adjustments | Support Dynamic Process Interactions | Assist With Leadership Coaching/Support Initiatives | Follow-Up Deliverables | Participate In Post-Event Hot Wash / After-Action Analysis / After Action Reports | Support Public Involvement And Communications | Assist With Document Retention And Knowledge Repositories | Participate In Program/Recommendations Implementation.

Running a successful meeting will help clients and stakeholders operate efficiently, provide experience for all members, and drive towards successful outcomes from group meetings and/or project/taskforce initiatives.  Our proven, seven-step process introduces ways to link your vision, goals and initiatives to your meeting agenda and helps you achieve your desired outcome.  The ProSidian difference:  local to global | extensively researched practice | deep content and process expertise | comprehensive engagement.  

• Support the Facilitation of interaction among multi-party entities and representative bodies consisting of a balanced mix of diverse local and regional interests affected by and/or convened to contribute to varying project/taskforce initiatives.
• Answer calls from customers regarding their inquiries, assist in resolving any administrative problems, and answer client/stakeholder questions and requests in a timely manner
• Assist in the coordination of meeting schedules, assistance with creation of agendas, facilitation of group meetings and/or project/taskforce initiatives and distribution of meeting minutes are expected.
• Cross train with lead facilitator to lead small group sessions and learn and support facilitation roles, guidelines, and requirements.
• Follow-up on delegated duties and drive actions to enable stakeholders to understand and carry out their responsibilities.
• Foster collaboration and communication within the teams
• Help Co-develop, review, approve and distribute meeting agenda, meeting minutes, presentation material, etc.
• Help enable participative discussions and learning among group members, allowing them to express and present different opinions while maintaining a respectful environment.  ProSidian's consultative meeting facilitation service blends that depth of understanding with our unique expertise.
• Live capture of meeting discussion/decisions in Microsoft Word or excel is also expected with full reports of meeting minutes, actions, and future agenda following each session to adequately capture group meetings and/or project/taskforce initiatives discussions and decisions made.
• Live capture of meeting discussion/decisions in Microsoft word or excel to adequately foster collaboration and communication across facilitation of small and large group meetings.
• Maintain electronic and hard copy filing system per federal guidelines and maintain office supplies for department
• Manage physical document library, ensuring proper filings according to the law and manage physical office
• Open, sort and distribute incoming correspondence, perform data entry and scan documents with other support activities as necessary to fulfil contract requirements
• Participate in the proactive monitoring, management, and discussions of any strategic planning strength, weaknesses, opportunities, and threats (SWOT Analysis) related to business competition or project planning.
• Prepare and modify documents including correspondence, reports, drafts, memos and emails
• Provide general administrative and clerical support including mailing, scanning, faxing and copying to management
• Provide support for facilitation services during strategic planning sessions, advisory board meetings/retreats, committee meetings, industry conferences, training and knowledge management engagements, team building facilitations, and other specialized facilitation engagements.
• Provide support primarily through the facilitation of cross-functional meetings and internal department level meetings, coordination of meeting schedules, assistance with creation of agendas, facilitation of group meetings and/or project/taskforce initiatives and distribution of meeting minutes are expected.
• Run company's errands to post office and office supply store
• Schedule and coordinate meetings, appointments and travel arrangements for managers
• Serve as a local point of contact and resource for questions and requests from clients, program leadership, sub-group chairs, meeting participants, and other stakeholders and other interested parties.
• Support facilitator by taking live annotative notes of all meetings, and draft meeting recaps
• Take ownership and quick action to reinforce the importance of session goals, objectives, and expected outcomes.
• Travel with facilitator to all meetings and lead set up meeting spaces, break down meeting spaces
• Work as a team with the lead facilitator and manage and pre-empt any problems that came up throughout the program periods and take responsibility for improvements to be made.
• Work closely with the ProSidian facilitation services team members to ensure successful implementation of a facilitation services, primarily through cross-functional activities and internal team building

Responsible for a broad spectrum of other administrative duties to include:  oversee the production and distribution of meeting materials for clients, program leadership, sub-group chairs, meeting participants, and other stakeholders , electronically and physically | manage the filing system for all group meetings and/or project/taskforce initiatives-related official documents and correspondence | maintain all distribution lists, distributing and editing meeting summaries, distributing handouts, sending out announcements | update the Group Meeting, Advisory Board, Action Task Force, Working Group, Strategy Planning, Community Organization, and/or Project/Taskforce Initiative Website and SharePoint site with current and finalized information for the board.

• A committed, driven individual with good interpersonal skills, excellent time management, and organizational skills is required
• Ability to communicate with customers, contractors, and the public and agency representatives in person and over the phone to ensure all aspects of support for board and committee meetings are successfully completed.
• Ability to juggle multiple projects with superb accuracy
• Ability to live capture of meeting discussion/decisions in Microsoft word or excel and able to summarize chunks of information for clarity and understanding.
• Bachelor's degree in an appropriate scientific or business field of study or a minimum of 5 years' experience in a similar position.
• Clearance and ability to work as administrative support lead for the Group Meeting, Advisory Board, Action Task Force, Working Group, Strategy Planning, Community Organization, and/or Project/Taskforce Initiative
• Comfortable working with group dynamics while supporting group meetings and/or project/taskforce initiatives or activity process.
• Exceptional customer service skills, over the phone and in person, with our client and internal committees
• Exceptional customer service skills, over the phone and in person, with our customers and internal departments
• Experience supersedes/complements academic achievement with satisfactory past work that includes one or more of the following modalities of practice: facilitation of Strategic Planning Facilitation, Board Retreat Facilitation, Advisory Boards and Conferences or group decision-making meetings utilizing a Strategic Planning Facilitation, Board Retreat Facilitation, Advisory Board and Conference model which emphasizes team/group engagement and consensus-based decision-making or the conduct of professional training.
• Familiarity with core Microsoft office tools and processes, especially: excel, outlook, word, and PowerPoint
• Skills in group learning techniques, as well as skills in problem-solving, conflict resolution, team building, planning, and organizing.
• Strong administrative skills with strong sense of urgency and problem solving skills
• Strong interpersonal skills with the ability to build enthusiasm, urgency, and influence without direct authority
• Strong knowledge, skills, and experience in meeting facilitation including documentation of meeting minutes in Microsoft word, establishing ground rules during meetings, managing the discussion and decisions during a meeting and empowering attendees to make contributions.
• Strong sense of urgency, problem-solving skills, and assertive enough to get things on track with appropriate suggestions or redirecting group efforts.
• Strong written and oral communication and developed cross-functional teamwork and collaboration skills
• Valid passport required, and ability to travel as required.

As a condition of employment, all employees are required to fulfill all requirements of the roles for which they are employed; establish, manage, pursue, and fulfill annual goals and objectives with at least three (3) Goals for each of the firms Eight Prosidian Global Competencies [1 - Personal Effectiveness | 2 - Continuous Learning | 3 - Leadership | 4 - Client Service | 5 - Business Management | 6 - Business Development | 7 - Technical Expertise | 8 - Innovation & Knowledge Sharing (Thought Leadership)]; and to support all business development and other efforts on behalf of ProSidian Consulting.  

CORE COMPETENCIES

• Teamwork - ability to foster teamwork collaboratively as a participant, and effectively as a team leader
• Leadership - ability to guide and lead colleagues on projects and initiatives
• Business Acumen - understanding and insight into how organizations perform, including business processes, data, systems, and people
• Communication - ability to effectively communic...