Job Description
Description
A Sales Support Specialist is responsible for navigating the application process and assisting in solving customer issues during the onboarding process, providing data and guidance to the sales team to help assist in speeding up the onboarding process, and analyzing Partner and Underwriting Hold trends. They liaise with Relationship managers and Sales Reps (ISCs), stay updated on new product launches, CRM updates, and suggest sales process improvements. Their primary focus is to support the sales team and enhance customer relationships.
Responsibilities:
Maintain multiple databases by entering new and updated customer and account information
Establish entry priorities
Obtain and prepare source data for entry by compiling customer and account information
Maintain data entry requirements by following data program techniques and procedures
Verify entered customer and account data by reviewing, correcting, deleting, or reentering data
Resolve account deficiencies by corresponding with customer to obtain additional information
Maintain sales operations by following policies and procedures and reporting needed changes
Maintain customer confidence and protect sales/operations by keeping information confidential
Combine and correct account data from multiple systems when information is incorrect or incomplete
Offer new products and services outside of payment processing to assist in the ongoing efforts and priorities of the organization
Become application process/customer onboarding subject matter expert for the sales organization
Provide clear, concise, and professional communication with customers via inbound and outbound phone calls as well as email
Consistently provide an 80% service level of 90 seconds for incoming phone calls
Consistently provide on-time outbound calls according to established schedule
Demonstrate the ability to provide a good customer experience by taking ownership of your workload and providing updates to your customer(s) throughout the entire onboarding process
Keep a positive attitude and strive to achieve and retain a collaborative environment with internal customers
Other tasks as assigned by management
Skills:
Professional and clear communication skills - verbal and written
Ability to quickly learn and adapt to changing technology and priorities
Strong ability to analyze information and use logic, reasoning, and decision making skills
Ability to multitask
Self-starter, well-organized, strong attention to detail and thoroughness, and strong problem-solving abilities
Ability to adapt in a growing and diverse environment
Ability to work effectively on a team, independently, and collaborate with other departments
Proficient computer skills with quick typing abilities with accuracy
Organization skills
Qualifications:
High School Diploma or equivalent
5+ years of proven work experience as a sales support associate and/or data entry specialist
Hands on experience with CRM Systems
Proficiency with Google Suites, DocuSign, and MS Excel
In-depth understanding of sales principals and customer service practices
Excellent communication skills
Analytical and multi-tasking skills
Ability to accurately type 50+ words per minute
Ability to quickly switch your focus
Teamwork and motivational skills
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