• Customer Experience Manager

    Job Location(s) US-IL-Rolling Meadows
    Posted Date 1 week ago(5/13/2018 7:35 PM)
    Job ID
    2018-1359
    Subsidiary
    Meta, Inc.
    Category
    Customer Service/Collections
  • Overview

    Here's something we all know: the customer support and sales job function needs help. It's a fact that most companies don't give customers a great person to talk to—and some don't provide a person at all. That's where you come in. You have the ability to manage customer support folks and more than that, you can sweep in and save a spiraling situation with a client at will.

    Responsibilities

    Sales:

    • Ensure advocates are managing, tracking and following up on leads/set future appointments.
    • Ensure advocates are supplying collateral, product demonstration and/or answers to convert leads to sales.
    • Absorb product knowledge like a sponge.
    • Meet monthly and quarterly team sales targets in accordance with company goals.
    • Create and update team activity report.

     

    Support:

    • Lead a call center team of 6-12 people.
    • Bring excitement to the sales and support process.
    • Have the ability to make someone’s day better.
    • Log team outcomes and document customer inquiries.
    • Provide answers by identifying problems and guide through corrective steps.
    • Improve your team’s product knowledge so clients can receive the best service.
    • Participate in development of training and recommending instructional language.
    • Accommodate client challenges by recommending devices and techniques.
    • Insure the team has a full understanding of all legal and compliance policies.
    • Improve system performance by identifying problems and recommending changes.
    • Update job/industry knowledge by participating in educational opportunities.
    • Understand the needs of our clients to effectively and efficiently offer proper solutions.

     

    Qualifications

    Skills:

    • Four (4) years of customer sales, support and/or call center experience
    • Two (2) years of Salesforce experience preferred
    • Care about our team members, what we do, and with whom we do it
    • Perform to the best of your ability each and every day
    • Evolve your team, yourself and product to ensure our sustainability and success
    • Interact and communicate effectively with team members in a professional manner
    • Work independently and handle multiple tasks while maintaining personal work standards
    • Motivate, develop, and mentor staff to optimize their performance
    • Ability to analyze various production reports and interpret results into necessary training

     

     

    Ceannate Corp and its subsidiaries are Equal Opportunity/Affirmative Action Employers
    Minority/Female/Disability/Veteran

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