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Account Services Rep I
Tribune Publishing
Lewisville, TX, United States
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The Account Service Rep is responsible for improving our customer service levels for our clients, for our net promoter score and to ensure client retention by utilizing excellent customer service skills. It is important this individual has a strong customer focus on current accounts with the ability to identify opportunities to sign up a new customer, upgrade packages and/or add features while meeting deadlines and achieving sales goals.
Responsibilities:
• Become an expert with our proprietary CRM that will be used to assist all customers
• Handle all inbound inquiries via telephone, email, and chat, as well as makes outbound sales calls to existing customers.
• Achieve call quality metrics for abandon rate, efficiency, and call answer time
• Meet personal metrics for call quality and sales
• Assist clients with managing property listings
• Provide support between the customer and partner brokers
• Provide technical support and assistance with navigating website (i.e. uploading photos, passwords, etc)
• Monitor and block or approve suspected spam and solicitation email
• Capitalize on opportunities to upgrade or add features to current customers’ listings
• Manage email baskets/folders
• Other duties as assigned
Qualifications:
• Associates Degree or combination of education and work experience
• Minimum 5 years in a customer service role; minimum 2 years of call center sales experience
• Confident demeanor and customer centric nature
• Real estate sales experience, licensing a plus
• Positive, people oriented and energetic
• Superior communication skills
• Sales acumen – consultative selling, needs-based selling
• Diplomatic and effective communicator