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Customer Care Rep-Elite

Company: United Site Services
Location: Northbridge
Posted on: May 6, 2021

Job Description:

PRIMARY PURPOSE:
The Elite Customer Care Agent role is an essential partner in the USS sales process and service support providing a world-class customer experience for our USS A+ ranked customers. This world-class service offering is vital to maintaining and expanding our A+ Customer wallet share while efficiently guiding customers through the required process based on their initial request and uncovered opportunities. The ECCA will be responsible for properly qualifying and managing all the A+ ranked customer's needs from sales, service, or billing and ensure they are handled with speed, efficiency, clarity and quality. This role should have a clear understanding of the USS's sales process and methodology, systems, products, and business sectors, as well as a solid understanding of the A+ customer they are assisting on each contact.
ESSENTIAL FUNCTIONS:

Demonstrate strong safety awareness and leadership
Set standards of excellence for inbound sales and service teams
Respond, engage and qualify inbound A+ customer inquiries with confidence, empathy, and clarity
Partner with sales, operations, and marketing to execute on world-class inbound customer experience
Maintain highest quality, long-term partnerships with A+ ranked customers
Uncover opportunities to offer additional products to A+ customers that meet their business needs
Hold professionally engaging conversations over the phone and via e-mail
Industry knowledge: Ag, Industrial, Construction, Residential, Gov., commercial, events
Provide customer-focused solutions to meet A+ customer needs, including any required identification, qualification, and follow-up
Be aware of competitor activities in the region and assess opportunities for business development
Work to revenue targets and KPI's as set by Supervisor
Assist with cross-functional team requests and communications
Utilize outside sources to assist in driving KPI's and manage intelligently
Ensure customer's needs are met while adhering to the USS sales process
Identify key individuals of A+ ranked customers through researching and obtaining common business requirements of such ranked customers and presenting solutions
Keep up to date with industry news to identify opportunities for new business
Act as the subject matter expert of all USS products and services

Educate customers on their LOB to expand their spend

Produce quotes and orders through USS Tools and systems
Document sales activities and leverage business intelligence through Salesforce.com

Know the key steps of projects and project management

Ability to navigate Salesforce.com effectively and efficiently

Adding: Projects, Contacts, Accounts, other applicable data entry
Champion, demonstrate, and uphold our values: Easy, Safe, & Clean


Execute billing and service needs with immediacy and empathy
Perform other duties as required by management
Demonstrate desire to succeed and win as well as grow career opportunities


EDUCATION and/or EXPERIENCE:

High School Diploma, GED or equivalent combination of education and experience
3 years of related sales or customer experience preferred
Proven track record of building business and hitting sales and service targets

SKILLS:

Strong PC proficiency (Microsoft Office, CRM, etc.)
Customer Service Experience
Customer Relationship development
Ability to solution sell through value alignment to differentiate USS offerings from the competition
Ability to control and direct conversation to ensure a positive result
Capable of working independently with minimal direction
Teamwork across USS departments to "exceed customer needs"
Quality listening and communication
Follow through
Time Management
Organization
Excellent follow up skills (leads, issue resolution, etc.)
Strong written and verbal communications
Convey confidence of their expertise to customers
Decision Making and Problem Solving
Other required skills: Meeting Sales Goals, Motivation for Sales, Presentation Skills, Performance Management, USS products and sector knowledge, Building Relationships, Emphasizing Excellence, Negotiation, Results Driven, Safety Champion, Sales Planning, Managing Profitability, Salesforce.com proficiency

PandoLogic.Category: Customer Service, Keywords: Customer Service Representative

Keywords: United Site Services, Worcester , Customer Care Rep-Elite, Other , Northbridge, Massachusetts

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