Customer Engagement Representative II
Recruiting.com
full-time
Posted on:
Location Type: Remote
Location: Remote • Pennsylvania • 🇺🇸 United States
Visit company websiteSalary
💰 $43,700 - $62,480 per year
Job Level
JuniorMid-Level
Tech Stack
Cloud
About the role
- Under general supervision of the Manager, responsible for placing proactive outbound calls to established accounts and potential prospects
- Develop, maintain, and implement long-term business partnerships with assigned accounts
- Drive revenue growth and customer satisfaction using both incoming and outbound sales strategies and superior customer service skills
- Engage with and support all customers by helping them achieve their objectives throughout the customer journey
- Assist all MWI customers by answering incoming requests via all communication channels
- Deliver a best-in-class customer experience to targeted customers within an assigned territory, in partnership with Territory Managers
- Collaborate with Territory Managers to shape and implement long-term business relationships to drive growth and win or maintain market share
- Cultivate business for the territory by engaging designated customer segments through outstanding customer support and targeted upselling activities
- Achieve customer experience and retention goals through market-leading customer support
- Answer incoming customer requests from the general phone queue and assigned accounts
- Place sales orders and resolve customer questions and issues through email and phone
- Help customers find and order products and solutions through research
- Educate customers on products and solutions within the MWI catalogue
- Maintain frequent contact and collaborate with internal partners to address all issues within assigned area of responsibility
- Maintain strong knowledge of products, services, overall customer needs, industry trends through assigned training and meetings
- Escalate issues and customer challenges and make recommendations to manager or relevant team to improve the customer and employee experience
- Partner with Territory Managers on assigned accounts to achieve assigned territory goals
- Partner with the respective Territory Manager on sales strategies to maximize revenue and market share with assigned and prospective accounts
- Collect, maintain and share customer insights with Territory Manager to assist in territory and customer planning; ensure customer data and call notes are consistently entered into appropriate systems
- Assist in processing orders and addressing customer needs for assigned territory
- Monitor backorders and communicate to customers as items become available
- Attend assigned customer meetings as needed
- Identify upselling opportunities and communicate specials and promotions to assigned accounts in alignment with territory strategy to achieve revenue and market share goals
Requirements
- Associate’s degree in veterinary technology or bachelor’s degree in an animal health field or equivalent agricultural degree is preferred
- Two or more years of customer service experience in a call center environment and/or sales background
- General experience in the animal health industry is preferred
- Ability to solve problems and handle multiple tasks in a fast-paced environment
- Must display initiative, a desire to learn, and the ability to actively participate and assist in facilitating team projects
- Know the Product: Displays knowledge and proficiency in explaining, selling, and administering products; refers customers to appropriate resources within the organization
- Speak Effectively: Speaks effectively in individual or group situations including appropriate nonverbal communications; able to recognize and present information to others; recognizes different methods for communicating the same information and selects the best method; strives for positive, high-impact delivery
- Customer Service: Is customer oriented, sensitive, and responsive to customer needs and priorities; establishes effective working relationships with customers and gains their respect and loyalty; identifies and takes appropriate action on customer needs
- Sense of Urgency: Demonstrates the ability to respond quickly to changes in day-to-day operation as it relates to department priorities
- Self-Motivated: Develops work objectives and action plans for self; establishes realistic priorities, personal checkpoints and performance indicators; develops an effective strategy for reporting progress and ensuring accomplishment of goals
- Work Commitment: Pursues commitments and action plans until the desired objective is achieved or is no longer reasonably attainable; strives to achieve organizational and individual performance goals; willingly expends extra effort when necessary to get the job done
- Virtual/remote work environment: Comfortable and responsible to work in a virtual environment
- Requires extended hours on a computer
- Ability to deal with stressful situations as they arise
- Comfortable with technology (email, cloud-based systems, Microsoft tools, etc)
Benefits
- medical, dental, and vision care
- backup dependent care
- adoption assistance
- infertility coverage
- family building support
- behavioral health solutions
- paid parental leave
- paid caregiver leave
- training programs
- professional development resources
- mentorship programs
- employee resource groups
- volunteer activities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicesales strategiesupsellingproblem solvingproduct knowledgeorder processingcustomer insightsmarket share growthcustomer retentioncommunication skills
Soft skills
initiativeteam collaborationeffective communicationcustomer orientationsense of urgencyself-motivationwork commitmentadaptabilitystress managementresponsibility
Certifications
Associate’s degree in veterinary technologyBachelor’s degree in animal healthEquivalent agricultural degree