Madison Communications is a nationally recognized communications company located in Southwest Central Illinois. We are a premier provider of data, voice and video communications utilizing cutting edge technology. Madison delivers a wide array of Enterprise and Consumer products and services while providing superior customer support.
CUSTOMER CARE SPECIALIST - SALES
WHO WE ARE
POSITION SUMMARY
This Customer Care Specialist- Sales sells and promotes the Madison brand of services and products to new and existing business and residential customers. The core duties for this position consist of receiving inbound and making outbound sales calls, define potential customer needs, offer solutions, develop proposals and sales presentations, and close the sale. Time will also be spent maintaining contact with our existing customer base to capitalize on new sales opportunities. You will also contact new sales leads from new or current customers and inform and educate potential customers of available products and services.
ESSENTIAL JOB FUNCTIONS
- Defines potential customer needs, find solutions, develops proposals and sales presentations, and closes the sale. Works with sales engineers on complex customer solutions.
- Receive latest advertising campaigns, special offers, and other marketing campaigns that the system provides. Will need to be able to accurately explain campaigns/special offers thoroughly to the customers.
- Maintains contact with existing customer base and capitalizes on any new sales opportunities by introducing new technologies, products and services to support client operations.
- Assists customers with new service requests, service plan changes, move orders, disconnects, service questions, and any other concerns along with completing appropriate order/request forms.
- Communicate (verbally and in writing) daily with customers and internal personnel to ensure that all company requirements are met and that the customer experience is premium from start to finish.
- Help your team increase market share/product penetration and reduced product churn in order to assure profitable revenue generation.
- Follows up with customers following installations and alterations to ensure customer satisfaction.
- Performs all other related duties as assigned by management.*
ADDITIONAL RESPONSIBILITIES
- Process custom requests in an efficient manner.
- Research best practices to determine appropriate course of action.
- Develops and sends correspondence to customers, including letters, product information, welcome packets, etc.
- Receives and processes customer payments.
- Troubleshoot and solve client grievances including working with other internal departments for further investigation.
- Handle disconnects and reconnects of services for customers with late payments and contact customers for delinquent payments.
*These tasks do not meet the Americans with Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.
KNOWLEDGE, SKILLS, AND ABILITIES
- Proficiency in Microsoft Office Applications
- Exceptional written, verbal and phone communication skills
- Strong and accurate data entry
- Willingness to engage collaboratively in a dynamic, team and service oriented environment
- Ability to work and thrive in a team environment where you help each other
- Ability to explain campaigns/special offers thoroughly to the customers.
- Ability to organize and prioritize work assignments, with a positive attitude, to meet deadlines
- Ability to make sound decisions using information at hand
- Ability to maintain strict confidentiality and adhere to company policies and procedures
- Ability to acquire new customers and prospects
- Ability to build relationships with new and existing customer base
- Ability to meet established sales goals and profit objectives
- Ability to learn new processes, tools, and technologies
- Ability to communicate with customers and co-workers in a professional and courteous manner
- Knowledge of CRM/Billing Platform
- Knowledge of telecommunications technology, products and services
- Knowledge of company policies and procedures
- Knowledge of company products and services
- Knowledge of marketing and sales practices and principles
- Skill in operating office equipment
- Skill in oral and written communication
- Skill in identifying problems and finding solutions
- Skill in persuasion and negotiating techniques
JOB SNAPSHOT
EDUCATION AND EXPERIENCE
Employment Type Full-Time
Job Type Customer Care Specialist- Sales
Education High School diploma or equivalent required
Experience One to three years of previous sales experience and customer service are required. Sales experience in an office environment is a plus.
Reports To Manager of Sales & Marketing
Manages Others No
Industry Telecommunications, Cable Television and/or Technical Data experience is a plus but not necessary
Required Travel Minimal
Find Us At https://gomadison.com/career-opportunities/
Email Us careers@gomadison.com
Madison values intellectually curious-minded professionals who are interested in aggressively learning and sharing new concepts and skills to support an independent, family-owned business in expansion opportunities and partnerships needed to effectively compete. Accordingly, consideration will be made for candidates that have business experience outside of the specifications listed above. Salary will be based on experience, skill level and education for the target position. Madison offers a generous benefits package, including medical, dental, vision coverage, and life insurance; company paid 401k program; company paid holidays; paid sick and personal time-off; and educational reimbursement.
Madison is an equal opportunity employer.
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