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Customer Support and Sales Specialist

Job ID CUSTO015866 Date posted 08/01/2022 Location Uxbridge, United Kingdom

 

 Position Overview

The Customer Support Specialist (CSS) plays a key role in the customer journey by qualifying all customer inquiries and acting as a liaison between customers and other Encore divisions. They will achieve maximum sales profitability, growth, and market penetration by effectively selling the company’s products and/or related services. The CSS will uncover and develop event orders, present solutions, gain commitment and ensure effective handover to Event Execution for service delivery.

 

Key Job Responsibilities

Sales

  • Identifies sales opportunities and achieves monthly quota.
  • Quoting for jobs using the EasyJob system
  • Receives in-bound calls and conducts out-bound calling to secure new customers or provide new services to existing customers
  • Presents a suite of products and services offered to potential and existing customers, leads negotiations, coordinates decision-making process, and overcomes objections to closure.
  • Establishes, develops and maintains relationships with current customers and prospective customers.
  • Analyses, researches, resolves, refers and follows up on customer needs regarding services and billing in an expedient and professional manner.
  • Makes follow-up calls to ascertain customer satisfaction, answer questions or concerns, and obtain referrals and/or sales leads.
  • Responsible for achieving monthly call service levels to include abandon rate, after call work and pause times.
  • Communicates independently, effectively, clearly and professionally with customers, employees, supervisors and managers to establish and maintain considerate and cooperative relationships.
  • Handles customers’ requests by phone, e-mail, and other channels.
  • Provides management with information regarding trends related to customer needs, problems, interests and competitive activities.

General Support/Service

·       Contact and interface with customers regarding support, troubleshooting and problem resolution.
·       Resolve support issues within identified timeframes with a focus on first call resolution.
·       Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process.
  • Assist with customer issues, orders, errors, account questions, billing, cancelations, and other queries.
  • Document all activities with customers in CRM per defined process and procedures.
  • Elevate issues following escalation procedure timely and as appropriate.
  • Raise PO’s
  • Process orders with other internal departments of Encore

Job Qualifications

  • Bachelor’s Degree or equivalent experience preferred
  • 1-2 years customer service or sales experience, within audio-visual or related service industry preferred.
  • Demonstrated ability to work in a fast paced, high volume environment while being able to think creatively and effectively solve problems.
  • High degree of commitment to service excellence.
  • Experience working within a team environment to over-deliver on desired results
  • Experience with the use of CRM software
  • Strong written and oral communication skills needed to effectively solicit business via phone
  • Excellent organizational skills and the ability to manage multiple projects
  • Proficiency in either French or German would be advantageous           

 

 

 

 

Competencies

  • Sales Proficiency
  • Initiative
  • Exceeds Customer Expectations
  • Concern for Quality
  • Influence
  • Negotiation
  • Results Orientation
  • Relationship Management
  • Interpersonal Organization
  • Expeditious and Punctual

 

Physical Requirements

Team members must be able to meet the physical demands above in order to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequency options consist of: Continuously, Frequently, Occasionally and Never.

 

 

Physical Requirements

Hours Per Day

 

Lifting Requirements

Frequency

Sitting

6-8Hours

 

Lifting      0 - 15 lbs*

Continuously

Standing

1Hours

 

Lifting      16 – 50 lbs*

Occasionally

Walking

1Hours

 

Lifting      51 - 100 lbs

Never

Stooping

0Hours

 

Lifting      Over 100 lbs

Never

Crawling

0Hours

 

 

 

Kneeling

0Hours

 

Carrying Requirements

Frequency

Bending

0Hours

 

Carrying      0 - 15 lbs*

Continuously

Reaching (above your head)

0Hours

 

Carrying      16 – 50 lbs*

Occasionally

Climbing

0Hours

 

Carrying      51 - 100 lbs

Never

Grasping

0Hours

 

Carrying      Over 100 lbs

Never

 

 

 

 

 

Auditory/Visual Requirements

Frequency

 

Pushing/Pulling Requirements

Frequency

Close Vision

Continuously

 

Pushing/Pulling      0 - 15 lbs*

Continuously

Distance Vision

Continuously

 

Pushing/Pulling      16 – 50 lbs*

Occasionally

Color Vision

Continuously

 

Pushing/Pulling      51 - 100 lbs*

Never

Peripheral Vision

Continuously

 

Pushing/Pulling      Over 100 lbs

Never

Depth Perception

Continuously

 

*Identifies the physical requirements that team members perform without assistance.

Hearing

Continuously

 

 

 

Work Environment

Office

Work is performed primarily in an office environment.  Working times may include irregular hours and on-call status including days, evenings, weekends and holidays.   Team members must adhere to appearance guidelines as defined by Encore based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

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