Customer Support & Inside Sales Representative

Job Title

Job Description Required Education: High school diploma or equivalent Preferred Education: Bachelor's degree in Agriculture, Business, Communications, Engineering-related field, IT, or a similar discipline. Required Qualifications: Skills in interpersonal communications, negotiation, and conflict resolution. Excellent written and verbal communication skills. 6+ months of customer service/support experience. Proficiency with Microsoft Office products. High comfort level and experience with consumer software applications. Strong computer, research, and troubleshooting skills. Ability to work support hours and occasional holidays to support the business. Job overview: Provides information/solutions as frontline support to channel partners/customers/Company personnel on product-related inquiries on moderately complex policies, issues, and concerns to optimize customer satisfaction and retention. Key Responsibilities: Provide advanced product/service information and respond to complex customer questions about the product/service. Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required. Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required. Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints. Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements. Provide exceptional service to customers to encourage continued use of the organization's products/services. Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Skills, Abilities, Knowledge Leverages Digital Communications with Customers Masters Service Conversations Navigates Customer Challenges Strengthens Customer Connections Customer-Focused Approach Builds Customer Loyalty Service Into Sales In-Depth Questioning Initiates Compelling Sales Conversations Builds Rapport Knows the Buying Influences Manages Buyer Indifference Understands Issues/Motivations Only those lawfully authorized to work in the designated country associated with the position will be considered. Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.