Customer Service Representative

Our client is seeking to add a Customer Service Representative to their growing team. The selected individual will be responsible for sales activities from lead generation through the project management process; as well as, developing and implementing agreed upon sales and marketing plans.

Responsibilities

• Serve as the first point of contact for walk-in, e-mail, e-commerce and telephone customers.
• Develop an annual sales plan with Franchisee or Center Manager, detailing activities to follow during the fiscal year.
• Demonstrate the ability to carry on a business conversation with customers and decision makers.
• Consultatively sell and make recommendations to prospects and clients using various products and brand?standards.
• Identify sales prospects and contact using select concepts.
• Develop and maintain a database of qualified leads through referrals, telephone canvassing, direct mail, and e-mail.
• Follow up on new leads and referrals resulting from telephone, marketing, and e-mail activity.
• Develop a complete understanding of pricing and proposal models.
• Complete all paperwork and follow established center procedures from initiation through completion of a project.
• Prepare estimates and establish/maintain estimated follow-up procedures.
• Communicate with customers on order status and change the production schedule.
• Maintain an attractive retail environment (clean, organized, and functional).
• Support center Franchisee or center manager as needed with reports, closeout, invoices, and daily, weekly and monthly paperwork. Ensure WIP summary is up to date.
• Prepare status reports, including activity, closings, follow-up, and adherence to goals for weekly sales ?meetings. Participate in center staff and sales meetings.
• Assist in the implementation of company marketing plans as needed.
• Perform market research, competitive shops and customer surveys.
• Identify and resolve customer satisfaction issues.
• Establish and maintain effective team relationships with all support departments.
• Adhere to all company policies, procedures and business ethics codes.
• Participate in and practice the brand mentality of “Everybody Sells”.
• Constantly be looking for sales opportunities for the center.
• Serve as a backup for answering the phone if the Franchisee, manager, and sales/service employees are busy assisting other customers.
• Assist at the front counter as needed.
• Understand the sales process enough to consult with customers to determine project needs and solutions.
• Participate in marketing events such as open house(s) and telemarketing programs.
• Assist in collection of account receivables.
• Coordinate shipping schedules and delivery of merchandise and services.

Qualifications

• Associates degree or higher.
• A minimum of two years related work experience.
• Solid work history.