Customer Support

• Partner and collaborate effectively with all functional areas of the business and departments that integrate with the sales administration team.
• Provide our Sales Team with the highest level of administrative support.
• Deliver consistent, high quality customer service to our clients by responding to customer queries quickly and maintaining a positive attitude and a friendly demeanor.
• Responsible for ensuring quality and consistency with departmental processes from start to finish.
• Assist Director of Sales Administration with projects, as needed.
• Leverages deep knowledge of the organization and BDS’s business processes to drive resolution of complex issues.
• Proactively alert management when established KPI minimums are not being met.
• Does not directly troubleshoot or solve technical cases, but rather project manages resolution of Sales related issues by collaborating internally with the necessary key stakeholders.
• Updates the customer directly where appropriate and feeds updates and resolutions to assign customer-facing resources to convey.
• Communicates directly and regularly with senior management internally and in the customer’s organization.
• Leverages strong influencing skills to resolve issues.
• Owns internal reporting / updates on the status of resolution to management and other stakeholders until issues are resolved.
• Resolution may include redirecting the case to other functional teams with specific instructions on the next steps to take.
• Identifies trends in incident cases or data.
• Using data to drive recommendations for changes to service, training, or business process.
• Embrace a collaborative team approach by fostering a highly communicative work environment focused on processes improvement and customer service.

Customer Care Specialist