Data Recognition Corporation

Inside Sales Representative

Location
Indianapolis,IN,US
Posted
Dec 21, 2016
Closes
Feb 09, 2017
Employment Status
Full Time
Responsibilities: Summary: 

The CS Inside Sales Support position serves as an inbound customer contact for new sales, advanced product questions and complex customer issues.  Works to field customer inquires to appropriate sales channel (inside sales outbound or field sales team) and supports other sales team members as requested.

 

Essential Position Responsibilities:  (Position will be based in Indianapolis)

Lead Management:

    Primary point of contact for inbound customer service calls for new customers who need to speak to a sales representative.  Determines level of call and if it can be processed by customer service or if it should be routed to inside sales outbound or field sales team by creating a lead/opportunity in SFDC.
Order Management:

    Gathers new customer information for creation of new sales – PQS, vendor registration forms, subscriber agreements etc. and processes to finance for new customer creation. Assists sales/finance with CDFs as well as credit requests outside of normal parameters. Serves as a resource and backup for Level 1 order management agents. 
Knowledge/Product Management:

    Facilitates the addition of new knowledge articles and the review of existing knowledge articles to ensure that product information is regularly maintained and up-to-date. Provides customer service team with new product information, sales initiatives and other marketing/sales communication necessary to assist staff with customer inquiries. Escalated contact for inbound customer product questions.
Customer Telephone Support:

    Provides overflow assistance for call and case work when needed to ensure Customer Service support objectives and goals are attained.
Records Management:

    Maintains all data in SFDC as required to manage customers, cases, calls, orders and knowledge articles.
 

Qualifications:
  • • Bachelor’s degree in education, technology, computer science or related field, or equivalent combination of education and experience required.
  • • Five years increasingly responsible experience working in an inbound call center supporting customer inquries and resolving customer issues. Includes direct customer response with emphasis on quality controls and adherence to productivity metrics requiring managing multiple call volumes or assignments and performing to aggressive performance standards and metrics required. 
  • • Demonstrated success in the ability to effectively communicate verbally by influencing and managing customer expectations, emotions, and escalations required.
  • • Effective written communication skills that present thoughts in an organized and concise manner including the use of appropriate grammar, sentence structure, spelling, and punctuation required.
  • • Experience maintaining and adhering to expense controls and quality systems.
  • • Proficient use with Microsoft products, Word, Excel, Outlook, and familiarity with Salesforce.com a plus. 
  • • Ability to prioritize responsibilities and work load that ensures customer commitments are met that includes multi-task requiring the use of multiple applications concurrently.
  • • Experienced working in a team environment in which team members support others to achieve overall department goals.
 

Preferred Qualifications:

 

Essential Job Requirements:

  • Ability to travel
  • 3-5 years’ experience in a sales, customer service or marketing environment required; previous experience in inside sales desired.
  • Report to work promptly when scheduled
  • Be able to work under supervision and accept feedback 
  • Familiarity with Microsoft Office Suite
  • Relate effectively and work respectfully with diverse work groups
  • Ability to consistently perform well during times of increased work load
  • Set and meet deadlines
  • Manage multiple job functions simultaneously
  • Other duties as needed
Reporting to this position:  No direct reports

Physical Requirements: 

  • Ability to sit and/or stand for up to 8 hour periods of time
  • Ability to look at a computer monitor, utilize a keyboard and/or mouse for up to 8 hours per day
  • Ability to lift up to 20 pounds as necessary
 

DRC retains the right to change or assign other duties to this position.

 

Data Recognition is an Equal Opportunity/Affirmative Action Employer M/F/V/D