Evaluate and coach Inside Sales Representatives in regard to their telephone customer service skills in relation to established Key Performance Indicators (KPIs).
Conduct 10-12 coaching calls with branches per day
• Utilizing recorded calls and the score sheet, provide feedback to employee via on-line scoring system.
Provide Inside Sales Representatives with coaching feedback
• Discuss score of two KPIs missed by employee
• Discuss what employee did well in handling the call
• Discuss what could have been done differently in the call and follow-up, as needed/requested, by providing sales support materials
Conduct WebEx Training Sessions as requested to live training groups.
• Deliver live training via WebEx in support of company initiatives and rollouts
• Deliver WebEx training on RentalMan and other systems as scheduled by monthly training calendar.
4-year college degree preferred
2 years business experience preferred - customer service, call center or training experience.
• Must possess strong PC skills (including Excel, Word, PowerPoint and Outlook)
• Excellent written and oral communication skills and superior organizational skills
Other duties assigned as needed.