Supervisor- Customer Care - Business Sales & Service

Supervisor- Customer Care - Business Sales & Service

Supervisor- Customer Care - Business Sales & Service
Tracking Code
307567-798
Job Description

Summary
Ensure excellent customer service is provided to all customers, both internal & external. Service all business customers by education and marketing value-added products and services. Responsible for detailed knowledge of order flow, troubleshooting and resolution of customer issues and concerns. Directly interface with customers and handle follow up calls or escalations.
This position requires an experienced individual that is trained to analyze and advise a customer in order to help the customer make the best possible choices for their business. This will include probing and analyzing customer requirements and developing solutions that reflect how the products will work in their environment. 
The candidate needs to be skilled in:
Ø Sales Consultation  - Employee must be resourceful, self-motivated and customer focused allowing qualification of sales opportunities. Ability to handle customer objections determining the business need and articulating our ability to solve their concern while finding creative solutions to meet their needs.  Continual demonstration of product values to all customers.  Manager should possess sales methodologies and the ability to apply them in a sales situation and convey these strategies to calls, individual and team performance.  The Manager should be able to effectively position our products against the competition.
 
Ø Communication Skills-Excellent communication and presentation skills are required along with the ability to speak clearly and in a manner that is easy to understand.  The employee must be able to effectively communicate to both technical and non-technical customers, and clearly demonstrate products and services and coach and develop consultant.  Employee  must also demonstrate positive interpersonal skills working in a team selling environment
 
* Technical Acumen- The employee should understand how technology works.  He or she may not need to be an expert in all fields, but should have a technical aptitude.  Technology concepts should be familiar and when explaining a technical need to this person, little explanation and background should be needed.  The employee has to become an expert in his or her area with the ability to handle all questions related to the products and services he or she sells.
 
* Business Mentality- The employee should be effective in presenting customers with an explanation or demonstration of products and services that will benefit the business.  The Business manager should be able to understand what the individual companies goals are and have the ability to improve those business goals with his or her offerings.  The manager should be capable of maintaining good business relationships and while being a true professional at all times. 
 
* Self-Teaching– Product and technology changes and market expands.  Employee should be able to quickly ramp up.  Ramp up time may be hours, rather than weeks or months.  The employee should be constantly learning and practicing to improve his or her skill set.  The consultant should be intimate with the details of the products and services that the team is selling.
 
* Flexibility– The employee has to be willing and capable of performing the tasks across various roles as it relates to online account handling, offline support, training, development, and quality assurance. 
 
Expectations
* The team must consistently exceed revenue targets and call metrics
* Management of sales territory as assigned
* Maintenance of existing customer relationships
* Planned approach to target new customers
* Strong customer focus with first call resolution within the team
* Ability to assess business needs and recommend appropriate solutions
* Ability to handle complex customer requests with out of the box thinking, to determine a solution and articulate the business value to the customerExperience
* 2+ years sales experience required
* 5 + years management experience with direct reports (Call Center preferred)
* Experience working with commercial accounts, products and solutions
* Proven record in consistently exceeding sales goals
* Competence in standard MS Office and Windows software applications
* Ability to multi-task and manage changing priorities in a fast paced environment
* Bachelors required, or equivalent work experience.
* Excellent verbal and written communications skills
* Team player
Job Location
CHARLESTON, WV, US.
Position Type
Full-Time/Regular