Inside Sales & Customer Service Manager (Call Center)

Inside Sales & Customer Service Manager (Call Center)

The goal of our Call Center Teams is to provide unparalleled products and customer service to our pet store clients and their customers. In the role of Inside Sales & Customer Service Manager, your purpose is to drive sales performance and successfully achieve the defined key performance indicators.  This role provides an exciting opportunity for qualified candidates to implement and manage sales processes, coach, develop talent and positively influence employee’s experiences in a one-of-a-kind culture.

The Inside Sales & Customer Service Manager will monitor sales metrics and manage the entire sales administration.  They will collaborate with various professionals, so it is essential that they have excellent communication skills and feel comfortable working in a team environment. This role will not be designated to a particular service line. This position may be assigned and reassigned to various service lines based on business needs. One of the main responsibilities of the Inside Sales & Customer Service Manager is to oversee the inside sales team. This includes hiring, training, motivating, and providing ongoing professional development opportunities for call center employees.

The ideal candidate will possess a track record of top-level sales performance in leading an inside sales teams that have exceeded key performance indicators and objectives.

Responsibilities:

  • Assist Clients and Consumers
  • Build an open-communication environment for your team
  • Conduct 1:1 bi-weekly coaching sessions with all assigned team members
  • Consistently examine performance and reporting to improve processes and procedures
  • Coordinate department projects to meet deadlines
  • Create and lead a high-performance culture focused on achieving metrics and KPIs
  • Ensure sales, finance and legal policies and procedures are met
  • Establish, communicate and measure sales targets and results for your team
  • Liaise with Marketing and Product Development departments to ensure brand consistency and increase sales
  • Manage the inside sales representative’s team
  • Monitor and ensure daily performance in assigned departments
  • Prepare monthly, quarterly and annual sales forecasts
  • Proactively identify, suggest, and implement improvements in the sales administration process
  • Provide coaching and quality assurance reviews with call center agents on an ongoing basis
  • Provide exceptional customer support on escalated items
  • Report on sales metrics and suggest improvements
  • Use customer feedback to generate ideas about new features, products and services

Qualifications

  • 3-5 years’ experience as a insider sales leader leading teams in a sales-focused environment (call center experience preferred)
  • Ability to handle escalated customer service conversations and overcome objections
  • Ability to interface with all levels inside of the organization, front-line up through Executive Team
  • Bachelor’s degree in Sales, Business Administration, or relevant field preferred
  • Commitment and drive to deliver a great overall client and customer experience
  • Excellent communication skills both verbal & written, organizational and time management skills
  • Excellent interpersonal and team management skills
  • Experience tracking and monitoring call center key performance indicators a plus
  • Experience with Microsoft Office Suite
  • Hands on experience with CRM software, call center telephony system and Quality Management tools
  • In-depth understanding of the sales administration process
  • Interest in leading in a growing and changing environment with new challenges daily
  • Minimum of 5 years sales experience
  • Outstanding ability to prioritize and execute tasks with multiple deadlines
  • Possess a “roll up your sleeves” mentality with regard to developing and accomplishing high-level strategy
  • Proven track record in leading a successful sales team, setting, and achieving, performance goals and metrics
  • Strong analytical and organizational skills   

Additional Info

Education Level : Bachelors Degree

Experience Level : Mid to Senior Level

Job Function : Sales

Job Description : The Inside Sales & Customer Service Manager will monitor sales metrics and manage the entire sales administration. They will collaborate with various professionals, so it is essential that they have excellent communication skills and feel comfortable working in a team environment. This role will not be designated to a particular service line. This position may be assigned and reassigned to various service lines based on business needs. One of the main responsibilities of the Inside Sales & Customer Service Manager is to oversee the inside sales team. This includes hiring, training, motivating, and providing ongoing professional development opportunities for call center employees.

Company/ Organization Name : Third Party Pet

How to Apply : https://jobs.smartrecruiters.com/ThirdPartyPet/743999758827523-inside-sales-customer-service-manager-call-center-

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