Customer Engagement Sales Representative
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Accentuate Staffing has an immediate need for a Customer Engagement Sales Representative. In this role you will facilitate, execute, and resolve activities related to inbound e-commerce sales, account activation and management, customer service requests/escalations, and outbound customer engagement operations in a fast-paced Call Center environment. This role is responsible for providing best in class customer service and addressing questions regarding product availability, order status, general store information, and customer feedback for our nationwide chain. and enhancing customer engagement with the organization, brand, and selling platforms is at the heart of all job responsibilities and functions.
Responsibilities:
- Direct engagement with outside customers answering a multi-line virtual phone system, direct online chat, or responding to email correspondence.
- Deliver best in class customer service by effectively addressing general questions regarding product availability, product selection, placement of orders, requests for prices & quotations, customer complaints, scheduling of deliveries and installations, policies and procedures via phone, email, and chat.
- Initiate or receive communication with customers to follow-up on orders and inquiries as appropriate, gathering initial information for material take-offs and special products requests for appropriate hand-off to the market field sales teams.
- Initiate outbound cold calls to select accounts with intent to re-engage account in the buying cycle and connecting to local sales team when appropriate.
- Active sales generation through phone or e-commerce platforms.
- Closure of feedback loop on all market delivered cases and sales leads, detailing full lifecycle and resolutions.
- Utilize CRM Tools to accurately document all customer contacts, escalations, and omnichannel sales.
- Utilize BackOffice and ERP programs to research orders, exceptions, or returns.
- Resolve e-commerce exception order issues assigned to the centralized call center and oversee the processing of exception orders assigned to the market teams for resolution.
- Support usage and adoption of eBusiness tools of customers & associates.
Requirements:
- Multi-lingual capabilities, fluent read and write English/Spanish, strongly preferred
- CRM and Digital Tools Usage, Salesforce CRM experience, strongly preferred
- Organization and time management skills to effectively prioritize then execute multi-tasking functions through the workday.
- Ability to effectively, professionally, and succinctly, communicate verbally over the phone, or written for online text chat, in a professional manner.
- Ability to effectively operate inside a team environment, both in person and remote.
- Ability to effectively execute outbound cold calls.
- Ability to effectively operate a multi-line phone stem.
- Knowledge of building supply products and services a plus.
- Associate degree or 2 years equivalent work experience.
- 1+ years related experience in a Customer Service, Building Industry, or related field.
