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Posted: Tuesday, May 9, 2017 9:13 AM

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SUMMARY/OBJECTIVE: This position coordinates with Retention Supervisor to handle outbound call programs built to effectively retain customers through positive relationship building, listening to concerns/addressing issues, and educating on available products and services. A customer oriented focus is necessary in order to preserve long-term customer satisfaction. This position requires someone who is highly organized, has excellent communication skills and displays good-judgment and has experience in a direct selling environment in proactive customer development.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Reports completion of calls as well as information received.
• Enhance customer loyalty and gives customer full confidence to place orders.
• Prepare sample kits and catalogs and print out the labels (30 at a time) and then print the postage on the envelopes. Log when sample kits have been sent to prospective customers.
• Prepare special customized sample kits or catalog for customers per request.
• Know all of our products, the best seller products, prices, turnaround times, cutoffs, and general knowledge of B2Sign.
• Document if the customers have any feedback on why they haven’t ordered from us, if they had a bad experience and any feedback on what/how we can improve.
• Respond to voicemails and emails from the different email accounts.
• Call “New Applicants” that just recently signed up with B2Sign.
• Follow-up with customers in retention, first orders, new customers, never ordered, and 6 month customers.
• Respond back to Corporate Email. Forward any email from Corporate Email (usually these emails are customer complaints and/or feedback) that has to do with customer services (Administration Director, Customer Service Manager, HR, info@b2sign.com).
• Manage Retention Department’s processing email and employee’s individual email.
• Get the printers and cutters to print and cut our sample kits.
• Call customers on awaiting artwork status, email proof every 2nd day, 5th day, 10th day, 30th day, then archive on 90th day.
• Call customers from the “Inactive customers” column (2600+ customers) to follow-up.
• Import all leads from different marketing outlets.
• Answer incoming calls regarding retention issues.
• Inform customers of any changes and encourage them to place an order.
• Walk new customers through our website and answer any questions to place that first order.
• Help customers open claim for their 1st order with our company.
• New Balance has a PO account with us, watch over the account and bill new balance.
• Research new customers to make sure they are a reseller and in our trade.
• Other duties as assigned by supervisor and management.
SUPERVISORY RESPONSIBILITIES
This position does not supervisor any incumbent.
QUALIFICATIONS, SKILLS, EXPERIENCE
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• High School degree, Associates degree preferred.
• A minimum of 3-4 years experience in customer services and supervising a team in call-center or similar capacity.
• Knowledge of printing industry (a plus).
• Knowledge of products and company (a plus).
• Fluent in writing, reading, and speaking English. Bilingual in Spanish/Chinese preferred.
• Patient and excellent attitude when dealing with difficult situations.
• Must demonstrate passion and enthusiasm for B2Sign and promote company core values.

If interest, email resume to karmans@b2sign.com

• Location: City of Industry,CA, San Gabriel Valley

• Post ID: 111318683 la
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