at Consolidated Communications Enterprise Services, I in Mattoon, Illinois, United States
Job Description
Major Duties
Classification: Exempt/Non-Bargaining
Position may be located remote. #LI-Remote
Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Consolidated Communications is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live. At Consolidated, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds.
Manages a sales team who work SMB/Commercial prospects in an outbound sales motion in all Consolidated Communications markets.
Responsibilities
Works closely with Marketing to develop outbound calling projects and promotions intended to meet a variety of specific business objectives.
Expected to handle customer escalated calls and issues, and resolve customer issues while providing guidance to all Sales Representatives.
Enhances Company revenues by promoting maximum possible sales. Tracks and reports sales activity for various services and promotional offerings.
Directs the development and preparation of each staff member on new Consolidated Communications products and promotions. Ensures that training is provided in a way that supports the highest standards of Sales and Retention efforts. Coordinates training requirements with Commercial trainers.
Collaborates with personnel to define and implement standards and measurements for customer satisfaction, customer retention, and other performance metrics of the commercial Inside Sales organization.
Stays abreast of technology and trends in telecommunications, sales and service, through information gained from reference books, trade journals, videotapes vendor presentations, and seminars. Presents ideas for new or different products and/or services for possible adoption by the Company.
Motivates employees through shared goals, recognition, clear communications, and prompt response to employee requests. Creates recognition plans for employees' achieving the Company's objectives.
Reviews/approves expedited service requests and/or customer problems. Oversees interdepartmental requests and/or complaints with supervisors from various departments.
Conducts staff meetings to inform personnel of policy and/or procedures changes, provides information on upcoming product or service offerings, addresses existing or potential problems and encourages information sharing.
Maintains a thorough working knowledge of all services, products, Company rules, policies, and procedures. Calls External Affairs for interpretation of tariffs, when required, or Company Legal counsel in sensitive situations involving legal issues.
Maintains a professional sales posture at all times and actively seeks out sales opportunities in all customer contact situations. Exercises constant awareness and knowledge of privacy issues while working with customer records.
Designs sales and compensation plans and/or promotions to motivate staff to achieve sales goals.
Mentors and coaches staff to reach sales and revenue goals. When required, establishes Performance Improvement Plans (PIP) for employees that consistently perform below established goals.
Proficient with different types of software to support order entry and sales functions of the department.
Maintains adequate staffing to meet workload demands. Schedules and/or approves overtime, when required. Reviews time reporting in conjunction with the department group calendar to ensure accuracy.
Enforces Company rules and regulations, as described in the Employee Handbook. Enforces department rules, as directed by upper management, and takes required disciplinary action when rules are violated.
Represents department at meetings related to new and existing company offerings. Assists in development of new policies and procedures, and gives necessary input for on line service order and billing system changes and/or enhancements.
Expected to act as public representative for the Company. Maintains professionalism in all aspects of dealings with staff, customers, outside support agencies and vendors.
Monitors reports and projects, as assigned by up-line management. Performs miscellaneous duties as directed.
In most tasks, uses Excel to produce reporting and verify key performance metrics. Works extensively with customer records/billing service order systems (Prism, Siebel, MAC and PEGA), reference manuals and files. Accesses SalesForce.com to monitor daily, monthly and YTD sales results. Accesses ACD System and Workforce Management for... For full info follow application link.
Consolidated Communications Enterprise Services, Inc. is an AA/EEO/Veterans/Disabled Employer.
