Responsibilities

• Excellent verbal and written communications skills required to handle high volume of inbound and outbound calls as well as emails/chats.
• Provide targeted account customers with any assistance as needed during the sales process utilizing professional, positive attitude, courteous, responsive, and accurate service to our customers.
• Troubleshoot and provide mutually beneficial resolution to any escalated issues an order may face within department /company guidelines.
• Provide proactive solutions by presenting new or additional products and services to target account customers, Inside Account Team, Outside Sales Team.
• Communicate issues to counterparts in Inside Account or field Sales to ensure transparency of the customer experience.
• Research billing or payment inquiries.
• Foster a relationship with the key representatives of the target accounts, Inside Account Team, Outside Sales Team working on strategies for enhanced service in collaboration.
• Take inbound general sales calls as needed, providing backup for Customer Service Department.
• Track issues relating to procedural, product and system trends as to provide concentrated accurate information for process and quality improvement back to Call Center management, Training and Development, and Operations department.
• Respond to customer inquiries, which may include, but is not limited to returning customer phone calls as well as emails.
• Provide superior internal/external customer service to every customer every time by using relationship building techniques and proper phone / email etiquette.
• Use business system application to process, update and enter customer orders and inquiries in a timely and accurate manner.
• Identify basic customer concerns and research resolutions. Utilize proper follow-up skills with customer inquiries by returning customer phone calls in a timely manner.
• Provide management with feedback regarding customer concerns and proposed resolutions.
• Adhere to all company policies and procedures.
• May be assigned special projects/assignments as the need arises.