Customer Support Specialist - Call Center - ASC SUNSTONE CIRCUITS, LLC

Job Function:  The goal is to consult with new and existing customers, using strong interpersonal skills, to present Sunstone solutions that fit the customer’s needs. This position will be at the front of the sales funnel that receives warm leads through our customer support channels of phone, quotes, chat and email.

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES - Specific duties include, but are not limited to:

• Displays excellent interpersonal skills related to consulting, persuading, and negotiating.  All which are required to work successfully with customers and colleagues, including the ability to communicate effectively and remain calm and courteous under pressure.
• Take inbound communications via phone, chat and email, along with outbound communications to existing and prospect accounts.  Ramp to an expected 40-50 customer contacts per day. 
• Extract feedback from all customer interactions, record and report that feedback so that it can be shared with the Marketing Team.
• Acquire a working knowledge of the products, services and solutions that Sunstone offers, such that these can be discussed with potential customers; convey product knowledge to potential customers, adhering to company messaging and positioning.
• Provide tailored responses that match customer expectations and demonstrate a sense of urgency for their requests to gain their trust, including providing quotes in a timely manner.
• Research prospective customers to help understand needs and challenges of the prospective customers.
• Builds positive working relationships with customers to increase business opportunities. 
• Tracks daily activities, updates associated positional metrics, reports on findings, trends and concerns weekly.  
• Customer education and outreach. Build product awareness with existing customers via the phone, internet and email as needed.
• Provide support as needed on online quotes, out of house and customer custom quotes. 
• Drive revenue from quotes provided maintaining a high win-rate and meeting targets.
• Develop positive relationships with other employees in Customer Support, Manufacturing, Finance, Marketing and other departments as needed.
• Ability to understand and communicate in English safety instructions, company polices and operational instructions.
• Maintains punctual, regular and predictable attendance.  
• Works collaboratively in a team environment with a spirit of cooperation.  

QUALIFICATIONS & SKILLS

• Demonstrate passion and enthusiasm for ASC Sunstone and convey this passion during customer interactions.
• Great communication skills, both written and verbal. 
• Collaborative work style and commitment to get the job done. Self-starter that is committed to meeting goals. 
• Excellent organizational skills and attention to detail.
• Able to work in a high activity/fast-paced environment.
• Enthusiastic and enjoys interpersonal interaction.
• Trouble shooting, problem solving skills required.
• Proficient technical and analytical skills.

EDUCATION and/or EXPERIENCE: 4+ years Customer Service / Support experience preferred with a technical aptitude. Bachelor's or Associates from an accredited college or university; and/or two to three years of phone support/customer service or related experience helpful.  Knowledge of printed circuit board design preferred, but not required.

LANGUAGE SKILLS: Ability to read and interpret general business documents in the course of servicing the customer. Ability to effectively present information and respond to questions from groups of managers, clients, customers, etc.  Ability to respond to common inquiries or complaints from customers.  Grammar and writing skills required. Bi-lingual a plus.

COMPUTER SKILLS: Strong computer skills preferred.  Experience with ERP Systems, CRM, and proficiency in Microsoft Office programs, excel, word, outlook, etc. Must be comfortable using various computer applications and learning new software

MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.