Customer Service Representative
il y a 1 jour
Medford
Job Description • Our client is looking for a Customer Service Representative, • Temp to hire, • Hybrid work model: 2-3 days in office at first for training then remote., • Hourly rate $28.50 an hour, • Strong benefitsThis role qualifies incoming opportunities, scopes training and consulting projects, and builds proposals with support from the Training and Consulting Manager. It also handles the day-to-day account work these customers rely on, including purchase order tracking, issue resolution, and accurate records. This is a selling role. The Customer Service Representative is accountable for outreach, follow-up, and growing revenue within the assigned book of business through upselling and cross-selling additional training and consulting services. POSITION RESPONSIBILITIES: Training and Consulting Account Ownership • Serve as the primary point of contact for our client's training and consulting customers, owning the account from first inquiry through project completion and post-service follow-up., • Qualify incoming training and consulting inquiries by confirming scope, budget, timing, and decision-making authority before advancing an opportunity., • Scope training and consulting projects, gathering course requirements, class sizes, site conditions, scheduling constraints, and regulatory drivers needed to price the work accurately., • Build and deliver quotes and proposals, working with the Training and Consulting Manager to confirm technical scope, instructor and consultant availability, and pricing., • Present pricing and terms, address objections, negotiate within approved guidelines, and secure the signed agreement or purchase order., • Hand off booked work cleanly to the Training and Consulting Manager, operations, and instructors, confirming schedules, materials, and delivery details.Sales Activity and Account Growth, • Maintain consistent outreach to assigned customers through calls, emails, and scheduled check-ins, meeting agreed activity and revenue targets., • Follow up on every open quote and proposal until the opportunity is won, lost, or formally closed out., • Identify upsell and cross-sell opportunities within existing accounts, including additional courses, refresher and recertification cycles, on-site delivery, and consulting services., • Monitor certification expirations, contract renewals, and recurring training requirements, reaching out ahead of the renewal date to retain and expand the business., • Introduce training and consulting customers to full suite of services and pass qualified staffing or field safety opportunities to the appropriate sales contact., • Maintain accurate, up-to-date opportunity and pipeline records in the Client Relationship Management (CRM) system, including stage, activity history, quoted value, and expected close date., • Report on pipeline, booked revenue, win rate, and forecast to the Vice President of Sales on a regular cadence. Customer Service and Order Management • Support purchase order (PO) tracking and reconciliation, ensuring accurate documentation, timely updates, and alignment with contracted pricing and terms., • Respond promptly and professionally to customer questions, concerns, and service requests, resolving issues or escalating them to the appropriate internal team., • Coordinate with operations and consulting leadership to troubleshoot service issues, confirm delivery details, and keep customers informed throughout an engagement., • Maintain accurate, up-to-date customer and account records in the CRM, including order status, contact details, and service history.REQUIRED EDUCATION AND EXPERIENCE:, • High School Diploma, or equivalent., • Five (5) years of work experience in a customer-facing role., • Two (2) years of work experience in inside sales, account management, or sales support, including responsibility for quoting or proposals., • Demonstrated experience qualifying opportunities and following up on open quotes through to a decision., • Experience managing purchase orders, account records, or service tickets in a customer-facing environment., • Experience working with CRM systems, including opportunity and pipeline tracking., • Knowledge of customer service principles, methods, practices, and techniques. PREFERRED EDUCATION AND EXPERIENCE: • Experience selling training, education, or professional services., • Experience managing an assigned book of accounts or customer base carrying revenue responsibility., • Experience supporting companies in the construction industry., • Knowledge of the safety industry, including OSHA and other regulatory training requirements. KNOWLEDGE, SKILLS & ABILITIES: • Excellent verbal communication skills, including use of phone., • Excellent writing communication skills, including the ability to build a clear, accurate written proposal., • Excellent computer skills including Microsoft Office (Word, Excel, PowerPoint, Outlook)., • Ability to ask questions that uncover customer needs and translate them into an accurate project scope., • Ability to ask for the business and follow up persistently without being prompted., • Ability to identify and resolve customer issues effectively., • Ability to build rapport., • Ability to operate in fast paced environment and change priorities quickly., • Ability to balance multiple priorities to meet expected response deadlines., • Ability to portray a positive, enthusiastic, and energetic demeanor., • Ability to work well both independently and as part of a team., • Ability to read, write, speak, and understand the English language. PHYSICAL REQUIREMENTS: • Location of job activities 100% inside., • Sit for prolonged periods of time., • Use of phone for communication., • Extensive manual dexterity (keyboarding, mouse, phone)., • Reach, handle, and feel., • Occasionally stoop, kneel, and crouch., • Occasionally lift, carry, and move up to 25 pounds. ADDITIONAL REQUIREMENTS: • Must be available during normal business hours, Monday through Friday, 8am to 5pm EST., • On occasion, must be available during non-business hours, including weekends, to support the needs of the sales and customer service department. #ZR
