Customer Experience Specialist

Customer Experience Specialist



Salary range up to $50,000 + Commissions based on experience

Corporate Headquarters

485 Half Day Rd. Ste 100

Buffalo Grove, IL 60089

***This is a 100% onsite position, full-time located in Buffalo Grove, IL.***

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. This position is a sales focused, revenue producing opportunity FOR ALMA. The main goal of the Customer Experience is to renew our service contracts and retain our customers FOR LIFE. We are looking for a highly motivated, sales minded relationship builder, who is hungry to go above and beyond. Do you make the extra calls each day to exceed your goals? If yes, then this may be the position for you!

Essential Functions

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

• Making a minimum of 50 outbound calls pers day
• Generate sales for service contracts, billable service, PM’s, service parts, etc.
• Uncovering new sales via installed customer base through calling, emailing, Salesforce campaigns
• Generate, send, and follow up on contract quotes sent to customers
• Maintain all contract and warranty information in CRM and ERP database
• Make scheduled touchpoints with customer post-sale
• Notify customers of expiring contracts for maintenance and warranty
• Meet and exceed established weekly, monthly, and annual call and sales goals
• Provide service offerings based on an understanding of the customer’s needs and deliver in a clear and compelling message to close sales
• Provide a superior level of customer service to all customers
• Continually create and implement unique sales strategies, ideas, and programs as a means of producing new business opportunities
• Contribute positively to the sales team culture by developing mutually beneficial working relationships with all team members
• Other duties and responsibilities as assigned

 Competencies

• Ability to overcome customer objections and turn a No into a Yes
• Ability to multitask
• Strong organizational and time-management skills
• Ability to work independently and cross functionally
• Ability to manage and sustain a healthy pipeline
• Ability to build trust and creditability with customers
• Ability to identify potential issues and develop ways to streamline processes and drive revenue
• The responsibility of interdepartmental cooperation and communication
• Model and reinforce the company’s mission of positive attitude, hard work and professional vulnerability
• Ability to adapt to a changing environment

Education and Experience Required

• Bachelors highly desired or equivalent experience
• Proficient in MS Office (Outlook, Word, Excel, and PowerPoint)

Skills Required

• 1-2 years sales experience, exceeding sales goals while providing a high level of customer satisfaction
•  Proven experience being persistent with customers and closing sales deals
• Salesforce experience is strongly preferred but not required
• Excellent oral and written communication, customer service and problem-solving skills
• Ability to function in fast-paced environment, handle multiple projects and adhere to deadlines

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 fax machines.

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 occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Travel

This position requires 10% or less travel as needed.  

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.

Competencies

• Ability to overcome customer objections and turn a No into a Yes
• Ability to multitask
• Strong organizational and time-management skills
• Ability to work independently and cross functionally
• Ability to manage and sustain a healthy pipeline
• Ability to build trust and creditability with customers
• Ability to identify potential issues and develop ways to streamline processes and drive revenue
• The responsibility of interdepartmental cooperation and communication
• Model and reinforce the company’s mission of positive attitude, hard work and professional vulnerability
• Ability to adapt to a changing environment

Education and Experience Required

• Bachelors highly desired or equivalent experience
• Proficient in MS Office (Outlook, Word, Excel, and PowerPoint)

Skills Required

• 1-2 years sales experience, exceeding sales goals while providing a high level of customer satisfaction
•  Proven experience being persistent with customers and closing sales deals
• Salesforce experience is strongly preferred but not required
• Excellent oral and written communication, customer service and problem-solving skills
• Ability to function in fast-paced environment, handle multiple projects and adhere to deadlines