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Customer Care Rep-Elite

Company: United Site Services
Location: Westborough
Posted on: June 10, 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

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

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