Sales Service Representative

Sales Service Representative

Corporate Headquarters

 485 Half Day Rd. Ste 100

Buffalo Grove, IL 60089

Summary

This is an in-office position responsible for ensuring that each touchpoint across the customer journey is engaging, efficient, and effective to bridge the gap between the customer and our brand.

 Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Meeting planned service revenue goals
• Setting individual revenue and/or booking targets with the team
• Analyzing and understanding how the customer responds and interprets each of these part of their overall experience with the brand touchpoints is
• Managing team pipeline, monthly & quarterly forecasts, and other key performance metrics
• Creating a high performing, energized, and rewarding work environment
• Driving customer retention, reduce churn, and increase customer satisfaction 
• Mapping the customer journey and identify opportunities to proactively intervene on the client’s behalf
• Guiding team in effective client issues resolution and handle any escalations
• Developing your sales team through motivation, counseling, and product knowledge education.
• Testing new strategies for driving additional service revenue
• Ensuring team resolves customer complaints quickly and efficiently.
• Keeping customers updated on the latest products in order to increase sales.
• Meeting with managers in the organization to plan strategically.
• Increasing service revenue by upselling and cross-selling to customer base.
• Make recommendations to change processes to improve the customer experience 

Competencies

• Ability to multitask.
• Ability to manage time to maximize performance.
• Ability to work independently.
• Ability to make decisions independently
• Ability to identify potential issues and develop ways to streamline processes and drive revenue
• Ability to lead and motivate a team
• Ability to adapt to a changing environment

Education and Experience Required

• College Degree highly desired
• 5+ years of customer service experience

Skills Required

• Positive attitude and approach to the job responsibilities and the Alma team
• Microsoft Applications (MS Office, Excel, PowerPoint, and Outlook)
• Salesforce experience is preferred but not required
• Oracle NetSuite ERP experience preferred but not required
• Excellent communication and organizational skills

Travel

25% - Domestic 

Supervisory Responsibility

This position has no direct reports but assists in mentoring peers and other departments as needed. 

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and printers. The employee must be able to sit or stand for 8 hours plus.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is required to sit, stoop, kneel, and crouch. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. 

Work Authorization

Documentation showing eligibility to work in the United States will be required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Alma, Inc. is Equal Opportunity Employment:

We're proud to be an equal opportunity employer and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status.

E-Verification:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.