Call Center Representative - J.C. Lewis

POSITION DESCRIPTION

Position Overview:

A Call Center Representative for our BDC is responsible for managing and nurturing customer relationships. The primary focus is to generate leads, follow up with potential customers, and assist in converting leads into sales opportunities.

KEY RESPONSIBILITIES

• Lead Generation: Utilize various channels, including online inquiries, calls, and emails, to generate potential leads.

• Customer Interaction: Communicate with customers to understand their needs, answer queries, and provide information about products or services.

• Follow-Up: Implement follow-up strategies to maintain engagement with leads, address concerns, and nurture relationships for potential conversions.

• Appointment Scheduling: Coordinate appointments for customers to meet with sales representatives or service providers.

• Data Management: Maintainaccurate and up-to-date customer information in the database, ensuring a comprehensive and organized record of interactions.

• Collaboration: Work closely with sales teams, marketing, and other departments to align efforts and improve lead conversion rates.

• Customer Service: Provide excellent customer service by resolving issues, addressing inquiries, and ensuring a positive customer experience.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Communication Skills: Strong verbal and written communication skills to effectively interact with customers and internal teams.

• Sales Acumen: Basic understanding of sales processes and techniques to identify and capitalize on opportunities.

• Customer-Centric Approach: A customer-focused mindset with the ability to build and maintain positive relationships.

• Organizational Skills: Excellent organizational and multitasking abilities to manage a high volume of leads and tasks.

• Technology Proficiency: Comfortable using customer relationship management (CRM) software, email, and other communication tools.

• Team Collaboration: Ability to work collaboratively with a diverse team and contribute to achieving overall business goals.

• Adaptability: Flexibility to adapt to changing priorities and customer needs in a dynamic environment.

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

• Extended periods of computer use, including data entry, email communication, and use of customer relationship management (CRM) software.

• Regular use of telephones, headsets, and other communication devices to interact with customers and team members.

• May involve standing and walking.

• Use of hands and fingers for tasks such as typing, writing, and handling paperwork.

• Extended periods of reading from a computer screen, reviewing documents, and interpreting information.

• Ability to handle multiple tasks simultaneously, such as managing phone calls, responding to emails, and updating customer records.

• Some travel for meetings, events, or training sessions may be required.

• Flexibility to adapt to changing work priorities and handle varying levels of work intensity.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environmententails working within the confines of an office setting, often at a designated desk equipped with a computer, phone, and necessary tools. Collaboration with colleagues during meetings and team projects may be required. The work environment emphasizes professionalism, requiring employees to adhere to a dress code suitable for an office. Ergonomic considerations, such as comfortable furniture, are often provided to mitigate issues related to prolonged sitting. Office culture, training opportunities, and supervision contribute to a professional and productive atmosphere.