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Sales Job Description

This is a great opportunity, and we are looking for the right individuals to grow with us.
Call Center experience is not required as we offer training. Experience is a major positive of course. This position is responsible for making calls from a dialer, research basic information about the potential lead, and create a relationship with the potential lead with the goal of setting up a demonstration with the sales teams. This position will handle a high volume of calls daily and we look to send over as many as possible to the sales team to generate sales.

 

Job Description

  • Identify prospective customers, lead generation and conversion

  • Be knowledgeable about the product

  • Contact new and existing customers to discuss needs

  • Emphasize the features of products to highlight how they solve customer problems

  • Answer questions about the products

  • Overcome objections through the utilization of scripts, challenger messaging, and objection handling skills.                                               

  • Collaborate with colleagues in many different sectors

  • Maintain contact lists and follow up with customers to continue relationships

 

Qualifications

 

  • All candidates must have excellent communication skills.

  • Dedication, persistence, and self-motivation are critical.

  • We are looking for individuals that are tech-savvy, self-starters, and have great, contagious energy!

  • Knowledge of Salesforce CRM is a plus.


The position offers competitive income opportunities; commission, plus spiffs/bonuses.

Trainer Job Description

The Trainer will be responsible for training all new hires. The Trainer motivates, inspires, and guides new hires to the great agents that they will become. The Trainer is responsible for developing the knowledge and skills for our Client.

 

Responsibilities include, but are not limited to:

  • Following provided training material and verifying information is understood among the new agents.

  • Be flexible with training schedule based on company and client needs.

  • Preparing new agents with the most scenarios and questions they will run into on the phones by performing mock calls, demo calls, etc.

  • Keeping an enthusiastic and positive mood.

  • Following the new agents into their "nesting" period; by solving technical issues, walking through the first phone calls, and any other issues that may come up.

  • All other duties assigned.

 

A qualified candidate for this position must possess the following attributes:

  • Ability to provide updated training methods for remote learning.

  • Strong leadership by example through their own performance on the phones and their unwavering positivity and professionalism in all interactions.

  • A history of superb attendance and responsible time management.

  • Program specific systems and product knowledge.

  • The ability to effectively convey knowledge and develop Agents’ skills through role-play, discussion, demo calls, and positive reinforcement.

  • Refined problem-solving and de-escalation skills.

  • The ability to communicate clearly, face-to-face, and in writing.

  • The approach of a “servant–leader”, displaying an active and absolute commitment to the success and well-being of their class.

Program Manager Job Description

The Program Manager will be responsible for monitoring and supervising all call operations to ensure the efficient operation of the department at the highest levels of customer satisfaction. The ideal candidate must have excellent communication skills, possess the ability to provide continued training and development of staff, enjoy working in a fast-paced setting, and work well in a production driven environment. Leading teams and being a positive role model is key!

 

 

Responsibilities:

  • Monitor outbound calls to ensure accurate information and proper customer service is being provided

  • Demonstrate the willingness and ability to appropriately handle and resolve escalated issues

  • Motivate staff to meet quality and quantity performance objectives daily/weekly/monthly

  • Ensure adherence to company policies and procedures for the team

  • Prepare call center data reports and analyzing data to improve overall lead quality and volume

  • Responsible for coaching, developing, and mentoring agents.

  • Responsible for meeting department goals in regard to service levels, quality assurance, and other key performance indicators (KPIs) and contributes to the overall success of the department.

  • Other duties as assigned


Knowledge, Skills and Abilities:

  • Strong organizational and strategic planning skills

  • Strong customer service and leadership skills

  • Ability to coach and develop representatives

  • Flexibility and versatility in problem analysis and resolution requiring attention to detail

  • Ability to communicate across functional lines

  • Ability to analyze and interpret qualitative and quantitative data

  • Excellent interpersonal, written and oral communications and organizational skills

Customer Service Job Description

TEG is seeking a self-starter and driven Customer Service Representative to join our team. As a Customer Service Representative, the individual will be primarily responsible for demonstrating the highest degree of professionalism, integrity, confidentiality and courtesy in handling all general inquiries received on our customer service line.

Responsibilities:

  • Handle inbound and outbound calls from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers

  • Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the client’s expectations

  • Utilize good judgment and understanding of process and procedures to effectively make decisions to resolve customer issues

  • Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently

  • Accurately track and document all communications with customers to provide a detailed history of contact

  • Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner

  • Achieve monthly individual and team based targeted performance goals

  • Follow escalation procedures to address customer concerns requiring additional research or resources to resolve

  • Direct requests and unresolved issues to the designated resource

  • All other duties as assigned

You own this if:

  • You enjoy assisting customers and possess the ability to be empathetic

  • Excellent listening, verbal, and written communication skills

  • Flexibility with working varying shifts or additional hours as required by business needs

  • Strong computer skills a MUST and an aptitude for learning new software

Requirements:

  • 1+ year of customer service experience

  • Must possess a high school diploma or GED

  • Must be willing to complete a background check

  • Must be able to complete a drug screen within 24 hours of hire'

'Work Remotely Temporarily due to COVID-1

Team Leader Job Description

Role: The Team Leader will assist the Program Manager in providing daily support. To be successful in the role, the Team Leader must be skilled in taking escalated calls. Essential coaching skills are recommended to assist the representative in development with side-by-side call monitoring and coaching. In addition, the Team Leader will be responsible for keeping track of daily activities on the Customer Service side of things and managing in the absence of the Program Manager.
 

Responsibilities include, but are not limited to: 

  • Handle inbound/outbound calls to/from customers.

  • Effectively communicate with customers via telephone and email.

  • Provide information in response to inquiries about technical support, product services, and general customer service.

  • Obtain and evaluate all relevant information to handle inquiries and complaints.

  • Maintain customer records by updating account information.

  • Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner.

  • Contributes to team effort by accomplishing related results as needed.

  • Direct requests and unresolved issues to the designated resource.

  • Team Leaders are required to manage the teams which sometimes includes assisting reps with calls.

  • Team Leaders will perform most of their functions taking calls along with additional work-related functions.

  • Process, and resolve basic correspondence items.

  • Communication via phone, email, and other forms of communication with Customer Service Representatives and Program Manager.

  • Analyze customer inquiries on the phone and/or understand written correspondence.

  • Other duties, responsibilities, and job functions as assigned.

Additional Daily Tasks:​

  • Focus on email communications throughout the day

  • Side by side coaching daily 

  • Ensure team compliance training is up to date

  • Monitor agents throughout the day

  • Document any IT issues

  • Identify any struggles or changes that needs to be made

  • Other duties, responsibilities, and job functions as assigned

Client Success Manager Job Description

 Duties and Responsibilities will responsible for fostering the overall relationship with assigned clients, which includes increasing adoption, ensuring retention, and satisfaction. The ideal candidate must have excellent communication skills, possess the ability to proactively serve as a strategic advisor with assigned clients to achieve their unique goals, enjoy working in a fast-paced setting, and work well in a production-driven environment.

 

Responsibilities:

  • Fields client/customer inquiries

  • Acts as primary point of contact for the client or customer

  • Engage in frequent proactive communication with clients

  • Ensures our organization delivers results within a timely manner

  • Create and deliver client reports to highlight customer successes and provide ongoing recommendations for further optimization

  • Attend on-site client meetings as requested/needed, travel may be required 

  • Support colleagues in their endeavors—teamwork and team success is vital

  • All other duties assigned

 

Requirements:

  • 2+ years of related work experience, preferably with building relationships and communicating with Clients

  • Bachelor’s degree - Preferably in Communications or Marketing; experience may override degree

  • Call center experience preferred

 

Qualifications:

  • Excellent Interpersonal Communication Skills

  • Exhibit exemplary written and verbal communication skills

  • Capable of managing difficult situations

  • Working knowledge of office programs (Excel, Word, Outlook, etc.)

  • Proven ability to empathize and understand client emotions and their wants and needs, especially when those needs are not immediately known or are unclear

  • Strong time management skills; ability to manage a large client base, hit tight deliverable timelines, and deliver effective results