Regional Customer Service/Sales Manager

Alpaca Audiology; Clinton, Mountain View, Batesville (AR, CA, AR); On-site; USD 55,000 - 90,000; Full time

Job summary

A regional healthcare provider is seeking a dedicated Regional Customer Service/Sales Manager to lead sales and customer service efforts. This role involves training and supporting advocates to achieve sales goals and maintain customer satisfaction. Candidates should possess a degree and experience in sales, customer service, and management. Proficiency in Excel and strong communication skills are essential. A flexible work schedule is required for this position.

Qualifications

• Call center, customer service, sales, and supervisory experience needed.
• Must be proficient in technology and Excel.
• Exceptional verbal and written communication skills required.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.

Responsibilities

• Train regional advocates to communicate effectively with customers.
• Troubleshoot issues with advocates and customers.
• Set sales targets for outbound and inbound calls.
• Measure performance with KPIs like conversion, quality, and productivity.
• Monitor and evaluate advocate performance.
• Measure performance with KPIs such as conversion, quality, call waiting, productivity, etc.
• Answer advocate questions regarding best practices or difficult calls.
• Identify operational issues and suggesting possible improvements.
• Monitor and evaluate advocate performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Prepare reports and analyze data to assist executive management as they determine call center goals.
• Work with other managers to support advocates and maximize customer satisfaction.

Skills

Sales driven

Analytical

Customer service

Coaching and training

Problem-solving

Verbal communication

Written communication

Communication

Education

Associates degree or higher

Tools

Excel

Phone systems

Software applications

Job description

Batesville
3250 Harrison St
Suite 100
Batesville, AR 72501, USA

Mountain View
307 Sylamore Avenue
Suite 1
Mountain View, AR 72560, USA

Alpaca Audiology LLC, on behalf of Taylor Hearing Centers is looking for a dedicated, supportive Regional Customer Service/Sales Manager who will ensure that sales and customer service objectives for a specific region within the company are met. The Regional Customer Service/Sales Manager will fully educate themselves on the specific region: location, insurances, exceptions, company/process changes, in addition to coaching, training, and motivating advocates. They will continue to support advocates after training by monitoring their progress, ensuring that they understand and meet expectations, answer their questions, and provide them with ongoing feedback and inspiration. Individual should be sales/goals driven. Individual should also be analytical, supportive, and prepared to act as a resource to advocates.

• Responsibilities:

• Train/prepare regional advocates to communicate effectively with customers and keep them on their patient journey and increase revenue within the region
• Troubleshoot issues with advocates and customers (when necessary).
• Oversee and set sales targets for outbound and inbound calls.
• Ensure that advocates understand and comply with all customer service/sales objectives, performance standards, and policies.
• Set clear team goals and KPIs.
• Measure performance with KPIs such as conversion, quality, call waiting, productivity, etc.
• Answer advocate questions regarding best practices or difficult calls.
• Identify operational issues and suggesting possible improvements.
• Monitor and evaluate advocate performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Prepare reports and analyze data to assist executive management as they determine call center goals.
• Work with other managers to support advocates and maximize customer satisfaction.

• Requirements:

• Associates degree or higher.
• Call center, customer service, sales, and supervisory experience.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Must be proficient in Excel.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

• Additional Preferred Skills:

• Ability to work independently with accountability and ownership.
• Planning, organizing and multi-tasking skills along with disciplined time management.
• Attention to detail and follow through.
• Focus through ambiguity.
• Persuasive approach to influence outcome.

***Applicants must have a flexible work schedule

Equal Opportunity Employer
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For further information, please review the Know Your Rights notice from the Department of Labor.