Customer Support, Sales, & Social Media Marketing Administrator

Role Overview:
The Customer Support, Sales, & Social Media Marketing Administrator plays a crucial role in driving sales, providing outstanding customer service, and managing marketing efforts across multiple channels. This role involves cold calling for lead generation, responding to inbound inquiries, and providing accurate job estimates. You will ensure contracts are dispatched correctly, follow up to ensure customer satisfaction, and strive to obtain great reviews. Additionally, you will use Salesforce to track leads and sales progress and leverage Postalytics for direct mail campaigns, integrating with Salesforce for follow-up automation. Regular meetings with your manager via Microsoft Teams & RingCentral will be required to review performance and optimize strategies.

Key Responsibilities:
1. Customer Support & Sales:
• Provide exceptional customer service across phone (RingCentral), email, text, live chat, and social media (e.g., Facebook) to resolve inquiries and ensure satisfaction.
• Cold call prospects to generate new leads, schedule meetings, and meet sales quotas.
• Respond to inbound leads, offering accurate job estimates and dispatching the job.
• Always inquire about essential job details such as keys, alarm codes, number of services needed, and service specifics (e.g., cleaning, repairs, installations) to ensure smooth operations.
• Follow up with customers after sales to ensure all their needs are met and actively seek out great reviews from satisfied customers via email, text, or social media.
2. Sales Quota & Goal Achievement:
• Consistently meet monthly sales targets through cold calling, follow-ups, and upselling.
• Use Salesforce to track and manage sales opportunities, updating lead statuses, setting reminders, and scheduling follow-ups to ensure smooth sales progress.
• Participate in daily & weekly Microsoft Teams meetings with the manager to review progress, discuss challenges, and optimize sales efforts.
3. Job Estimates & Contracts:
• Provide accurate job estimates based on customer requirements and company offerings.
• Always verify essential details before dispatching jobs, including keys, alarm codes, service frequency, and specific services requested (e.g., cleaning, maintenance, installations).
• Dispatch jobs to contractors with detailed instructions and ensure customers are informed about all necessary details, such as access requirements (e.g., key exchanges, alarm codes).
• Follow up with customers to confirm that all contract terms are understood and ensure a smooth transition to service delivery.
4. Marketing & Social Media:
• Create, schedule, and manage posts on social media platforms (primarily Facebook) to maintain a strong brand presence and engage with customers.
• Respond to inbound inquiries on social media promptly, ensuring timely communication and addressing any customer concerns or questions.
• Design and execute paid social media campaigns, ensuring targeting and messaging align with business objectives.
• Use Mailchimp to develop and manage email marketing campaigns, segmenting customer lists to increase engagement.
5. Direct Mail Campaigns & Automation:
• Utilize Postalytics for personalized direct mail campaigns (e.g., postcards, flyers) and integrate it with Salesforce for seamless follow-up automation.
• Automate the follow-up process for direct mail campaigns to ensure timely and relevant communication to customers.
6. Customer Engagement & Upselling:
• Provide exceptional support and upsell additional products or services to existing customers during follow-up calls.
• Ensure a high level of customer satisfaction by addressing concerns and offering relevant solutions based on customer needs.
• Regularly follow up with customers to confirm satisfaction and request positive reviews or referrals.
7. Reporting & Analytics:
• Generate sales and marketing reports via Salesforce, evaluating trends to improve outreach efforts and meet sales goals.
• Monitor and assess the performance of social media campaigns and direct mail initiatives, making necessary adjustments to improve results.
• Maintain accurate records of customer interactions and follow-ups, ensuring thorough and timely communication.
8. Team Communication & Collaboration:
• Participate in daily and weekly Microsoft Teams meetings with the manager to update on sales progress, customer inquiries, and marketing efforts.
• Collaborate with the team to discuss sales strategies, customer engagement techniques, and customer feedback.

Key Skills & Qualifications:
• Sales Experience: Proven ability to generate leads, cold call, and upsell effectively to meet sales quotas.
• Salesforce Expertise: Skilled in using Salesforce to track leads, manage customer interactions, and update sales activities.
• Customer Service Excellence: Strong communication skills and problem-solving ability to provide exceptional support across phone, email, text, social media, and live chat channels.
• Job Estimations & Contracts: Experience in providing accurate job estimates, creating contracts, and dispatching them via DocuSign.
• Marketing & Social Media: Experience with Facebook social media management, Mailchimp email marketing, and Postalytics for direct mail campaigns.
• Follow-up & Customer Satisfaction: Skilled in following up with customers to ensure needs are met, provide excellent service, and ask for reviews.
• Communication Tools: Proficient in Microsoft Teams & RingCentral for internal communication and reporting.