Customer Engagement Specialist

Aqua Smart Inc. is seeking an in-office Customer Engagement Specialist to focus on customer retention.
Ensure there is zero lost business at existing customers, both domestic and international:

· Identify all the relevant people, and build relationships with them at all existing customers

o Track all activities in CRM

o Develop process for call schedule in CRM to ensure each person at each location is contacted min. once per quarter

o Build and maintain contact database, and track relationship scores for all contacts

o Resolve any administrative issues as they arise

· Build & manage a forecasting process: volume by month, by product, by ship to location

o Utilize system size and SeaQuest usage rate data to build the forecast (not input from sales team)

o Help build a process in MS Dynamics which compares actual sales to forecast and identifies gaps / overages

· Obtain all lead / copper data for all existing customers each year and track in CRM

Generate sales leads which convert to opportunities

· Utilize a script to call new potential customers from the master list of prospective accounts

· The goal is to schedule either a technical call or in person demonstration as the next step, and hand off to sales team

· Track all activities in the CRM

Backup Atlanta operations

· Act as the formal backup to the office manager in the event of vacation / sickness

· Become trained on processing customer orders, shipping / receiving, production processing, inventory management, invoicing, etc…

Performance Measurements:

· Zero controllable lost business

· Zero customers with no communication >90 days

· 50 calls per day, split between existing and prospective accounts

Education and/or Work Experience Requirements:

· Excellent verbal and written communication skills

· Ownership mentality: must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service

· Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices

· Flexible: must be able to change priorities quickly based on the needs of the business and maintain a high level of performance and a positive attitude

· Excellent administrative skills and experience using a CRM

Physical Requirements:

· Ability to perform the essential job functions consistent safely and successfully with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.

Job Type: Full-time

Pay: $19.23 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: One location