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Customer Support Specialist - Bryan, United States - ROTARY COMPRESSION TECHNOLOGIES INC.
2 weeks ago
Description
Customer Support Specialist BH Job ID: 937 SF Job Req ID: 9743Customer Support Specialist Job Title:
Inside Sales Specialist Location:
Bryan, OH
About Us:
We are expanding at Ingersoll Rand Be a part of a brand-new department, as part of the Precision & Science Technologies Inside Sales Customer Experience team
Job Summary:
The Inside Sales Customer experience team will be trained and developed to be the first point of contact for external leads coming into the business for our Precision & Science Technology brands.
They will offer a timely response to all incoming enquiries delivering a superior customer experience across our business line driving positive Net Promotor Score and improved lead handoff processes with our internal sales teams and external channel partners.
By taking a customer-centric approach, we have the opportunity to create real value throughout the customer-buying journey and deliver an overall competitive advantage in the market.
The right candidate will bring a combination of experience in direct to end-user sales, customer service, and problem solving.Responsibilities:
Lead Response:
Serve as the initial point of contact for website-generated leads, assess their potential, and swiftly direct them to the appropriate team member, ensuring a consistently positive customer experience
Follow-Up Management:
Actively track and advance all warm leads within the company, liaising with the relevant teams, and diligently pursue resolution to a win or loss outcome
Cold Lead Outreach:
Proactively engage with cold leads acquired via the website, webinars, etc., through targeted outbound calling efforts.
CRM Oversight:
Maintain and optimize the CRM system by brand, manage the database efficiently, and analyze conversion metrics to seek areas for performance enhancement
Customer Experience Enhancement:
Contribute to improving the company's Net Promoter Score (NPS) by fostering a positive interaction for all inbound inquiries
Lead Generation
Collaboration:
Collaborate with the Product Management team on prospecting campaigns aimed at increasing lead volume and supporting strategic business growth
Experience Expansion:
Explore and potentially integrate additional customer engagement tools, such as website chat functions, to amplify lead generation capabilities
Basic Qualifications:
Associate's Degree with 2+ years of experience in a sales and service environment, or equivalent years of experience required.
2+ years of proven customer service expertise, with a preference for those experienced in the Service Industry. Direct experience with Salesforce or equivalent CRM systems is desired. Excellent communication skills with ability to speak to technical requirements and specifications. Self-driven, confident, and team oriented. English fluency is required and ability to speak Spanish is a plus.Travel & Work Arrangements/Requirements:
This position is located onsite in Bryan, OH. No travel required, but up to 5% travel as needed.
Key Competencies:
Change Leadership:
Innovatively challenges the status quo, overcomes resistance to change, and fosters adaptability; training experience is beneficial
Collaboration:
Establishes key strategic relationships across customer organization levels
Communication:
Effectively conveys technical concepts and communicates with clarity across diverse settings
Active Listening:
Engages in thoughtful listening, remains open to others' ideas, and can neutrally echo differing viewpoints
Customer Advocacy:
Builds lasting customer relationships, gains trust through value delivery, and employs customer feedback to address challenges and opportunities
Organizational Insight:
Understands organizational dynamics, navigates formal and i
