Description:
We’re looking for a dedicated Sales Operations Specialist to optimize the day-to-day operations and workflow for our Customer Solutions team. You’ll play a crucial role in managing CRM updates, supporting customer outreach, and assisting with operational tasks to ensure that Customer Solutions Representatives spend the maximum amount of time on calls with students and customers. Your support will help streamline communication, reduce admin burdens, and contribute to an efficient, well-organized team.
Responsibilities
- CRM Management: Regularly update and maintain CRM (HubSpot) data for the Customer Solutions team. Ensure that deals are dispositioned correctly.
- Call Support: Assist with call handling processes, ensuring all callback and follow-up tasks are organized and prioritized.
- Customer Communication: Reach out to customers via the support desk, phone, SMS, or email to handle follow-ups, schedule calls, and provide essential information.
- Workflow Optimization: Identify and take over administrative tasks, such as updating records and logging calls, to keep the Customer Solutions team focused on high-priority calls.
- Call Distribution: Monitor incoming call volume answer calls if no reps are available. Schedule follow up appointments for reps when no one is available to answer a live call.
- Documentation: Assist with creating, updating, and maintaining Standard Operating Procedures (SOPs), training, and other documentation to streamline team processes.
- Support Reporting: Track key metrics such as call volumes, missed calls, and out-of-window calls to optimize team performance.
- Support Collaboration: Work closely with the customer service team to ensure that any requests for students on behalf of the reps are handled promptly such as refunds or concessions.
Requirements
- Experience: Strong background in customer service or sales support within a fast-paced environment.
- CRM Skills: Proficiency in CRM systems (HubSpot preferred) with experience managing customer data.
- Communication Skills: Clear, professional communication via phone, email, and SMS.
- Technical Aptitude: Experience with scheduling tools and the ability to learn new systems quickly.
- Problem-Solving: Proactive and solutions-oriented mindset to tackle operational bottlenecks.
- Flexibility: Ability to adapt to shifting priorities, especially during promotions or high-volume periods.
- Team Player: Willingness to collaborate closely with the Customer Solutions team to achieve shared goals.
Expectations
- Response Time: Ensure all requests from Customer Solutions reps are addressed promptly, allowing them to stay on calls as much as possible.
- Data Accuracy: Maintain high accuracy in CRM data, performing regular audits and updates.
- Call Monitoring: Assist in tracking missed or out-of-window calls and ensuring timely follow-ups.
- Ownership: Take full ownership of support tasks and ensure completion to the satisfaction of the Customer Solutions team.