The Inbound Sales/Customer Service Representative Manager is an individual who has demonstrated success with achieving sales goals, providing excellent customer service and experience managing teams. The candidate will develop and document processes, and maintain and implement quality assurance measures and metrics. The ideal candidate will be a high energy, positive person with strong communication sales skills, who will be able to work effectively with a diverse group of team members and must be able to handle employee issues, customer complaints and technical difficulties. This management professional will be comfortable with a role that requires flexibility and carries an individual sales quota. This role requires attention to ‘what works’ – and a willingness to repeat and hone these best practices with consistency and attention to detail. This is an exciting role with opportunity for growth long term at Management Concepts. This position will work closely with internal staff within the Open Enrollment and On-Site Sales organization as well as with the Student Records Management and Billings & Collections Teams.
Principal Duties and Responsibilities:
Responsible for daily management of Inbound Sales Team and Customer Service Representatives.
Reviewing call metrics and determining schedule to accommodate adequate phone coverage.
Individual Inbound Sales Quota.
Monitoring call quality and adherence to the call script.
Effectively utilize and update information within CRM tool. Maintain clean lead records to ensure accurate reporting.
Capture essential customer information by using scripted conversation guide.
Send leads to the appropriate On-Site and Open Enrollment sales personnel.
Handle customer service related issues within job scope, which will include Level 1 support on issues related to payment, registration and customer satisfaction.
Expand share of market and revenue with existing and prospective clients by asking probing questions designed to identify their needs and requirements with the goal or capturing more registrations per call.
Ensure that the values and personality of our company and brand are consistently and effectively reflected in every interaction with the student or prospective student.
Develop full understanding of product and service offerings and marketing promotions.
Capture Open Enrollment best practices and processes and maintain OE Operating Manual.
Other duties as assigned by the Director of Open Enrollment Sales
Knowledge, Skills, and Experience Required:
Management of mid-size teams.
Phone-based sales and customer service experience.
Capable of juggling multiple tasks, handling multiple transactional sales calls, and meeting tight deadlines.
Experience in a service-oriented business .
Demonstrated desire and ability to meet and exceed annual revenue quotas.
Excellent interpersonal skills combined with demonstrated experience in relationship-based sales and customer service and the ability to present solutions to client needs.
A strong ability to use sales strategies effectively to profitably acquire and retain clients.
A high-level of drive, discipline, creativity and motivation.
Excellent listening, verbal and written communication skills required.
An ability to work in a fast-paced, change-oriented team environment.
Strong decision-making and problem solving skills.
Excellent computer skills.