Customer Service / Sales Assistant Representative

***Customer Service / Sales Assistant Representative***
Responsibilities Outline

1. Lead Management & Assessment
• Initial Lead Handling:
• Respond to and assess incoming web leads and phone calls.
• Gather necessary information from leads (e.g., contact details, project requirements).
• Assess whether the lead qualifies to work with us.
• Lead Progression:
• Enter leads into the sales pipeline based on eligibility.
• Provide an initial quote if available or perform necessary research to determine pricing.

2. Quoting Process & Follow-Up
• Quote Preparation:
• If additional research or number crunching is required, gather all necessary data and
prepare the quote. Quotes are sent ASAP.
• Follow-Up Process:
• Manage weekly follow-up for active leads, via phone calls and emails.
• Follow up on leads ranging from same-day responses to ongoing monthly outreach.
• Ensure timely responses and keep leads engaged throughout the sales process.

3. Account Setup
• Onboarding Process:
• Send the service proposal for signing.
• Collect the completed onboarding form from new clients.
• Send invoice for onboarding and confirm payment.
• Post-Setup Tasks:
• Complete all administrative steps after the service proposal is signed.
• Coordinate any required next steps for account setup or special client requests.

4. Special Projects & Research
• Coverage Research:
• Identify areas without current coverage and research potential expansion opportunities.
• Reach out to vendors to verify coverage and gather necessary information to utilize them for coverage.
• Outbound Phone Calls:
• Assist in outbound phone call campaigns, particularly for special projects or outreach for the CEO.
• Special Project Handling:
• Handle additional tasks assigned, including project-based work and other special
requests.

5. Tools & Resource Management
• Gross Profit Calculator:
• Maintain and update the gross profit calculator to streamline the quoting process.
• Ensure the calculator is functioning correctly and adjusts as needed for more accurate
quoting.
• Call Scheduling & Email Management:
• Assist in scheduling client calls, ensuring proper timing and communication.
• Handle email correspondence as directed by you, ensuring timely responses and clear
communication.

6. Daily Operations & Communication
• Daily Reminders & Agenda:
• Help manage daily reminders of tasks that need attention, both for yourself and for the Sales Manager.
• Provide a daily agenda outlining key tasks and priorities for the day.
• Ongoing Communication:
• Keep you updated on the progress of various tasks throughout the day.
• Ensure you are apprised of important developments, ensuring no task is overlooked.
• Approval Process:
• Send quotes, pricing, and email drafts to you for final approval before they are sent out to clients.

**Customer Service Expectations for CSRs and Support Staff**

General Rules, Setting Expectations for Phones, Emails, and Voicemails
• Remain available on the phone as much as possible during your shift.
• If you need focused time to complete a request or need to step away, let the team know in the “_______” Teams chat.
• Note that we can’t all be off the phones at the same time.
• Focus time for processes like Scheduling, Completion, Billing can be scheduled with regular
blocked time if your direct support approves it. You must send a calendar invite to “_______”.
• For example, you may want to schedule Mondays from 1 to 2 pm to complete urgent
events for the same week. This would allow everyone to know you’ll be off the phone.
You still need to let everyone know in the Teams chat.

Phones
• Phone calls are to be answered live and as quickly as possible.
• If a voicemail (VM) is left, we must respond within 30 minutes (check the VM inbox frequently to make this happen).
• Smile when answering the phone; people can literally hear you smile and it makes them feel welcome.
• Communicate what you are doing when placing them on hold.
• Example: Transferring (warm transfers are preferred), research while on mute/hold.
• Leave callers with clear expectations about when we’ll get back to them and how we will respond (via phone, email, etc.).
• Example: We will get you the answer before 4:30 pm EST today.
• NEW - If the call is a new inquiry from a potential customer:
• We want to quote a rough estimate over the phone (so find someone who can do this).
• Follow up within 30 minutes in writing, with a formal quote (whomever takes the call or the transfer).

• EXISTING - For existing customers' questions regarding test results, scheduling changes, missing paperwork, invoices, etc. (except for emergency test inquiries):
• If you are qualified to help them with their question, and you can complete it in under
five minutes, you can do it while they hold (on mute) and answer them live. Let them
know that’s what you’re doing.
• If the request requires longer than 5 minutes or the person qualified to help them is
unavailable for live support, take a detailed message and let them know we will get back to them by the end of the day.
• Important: You own this request until the staff member qualified takes it from you
and is able to get back to them the same day. The staff members need to know
what you promised for response time.
• Note: They may ask you to email the customer with a new expected time for
follow-up if they can’t.
• Example: Maybe the request is a call to i3, which may not get resolved the
same day as originally promised.

• EMERGENCY – New request:
• This takes priority. If you’re qualified to dispatch, you are responsible for the request (let the team know via Teams chat).
• If this is a follow-up to an ongoing previously handled dispatch (usually the same day or next day) for results, paperwork, etc., and you are not qualified to help, you must find someone to do it immediately.
• Customers pay a premium for this service and expect a fast turnaround time.


Emails
• NEW - If the email is a new inquiry from a potential customer:
• Find a qualified staff member (within 5 minutes) to call the customer and provide a rough quote estimate over the phone.
• If a VM was left by you, follow up immediately in writing requesting the information
needed to get them a quote and ask if a call would be faster for them. Our Sales team will follow their process and send a formal quote as fast as possible.
• Note: Customers will call us back, so make sure you get someone to help them
live (qualified estimators preferably).

EXISTING - For existing customers' questions (via email) regarding test results,
scheduling changes, missing paperwork, invoices, etc. (except for emergency test inquiries):• If you are qualified to help them with their question, and you can complete it in under five minutes, you can email the response immediately.
• All emails need to be responded to within 4 hours.
• Note: This doesn’t mean you will always have the answer within 4 hours.
• You might need to get a qualified staff member to handle the request.
• Important: You own this request until the staff member qualified takes it from you
and is able to get back to them within 4 hours.
• The staff members should follow up within 4 hours or send a communication
setting expectations as to when they will get back to them.
• Note: The staff member may ask you to email the customer with a new expected
time for follow-up if they can’t within the 4-hour time limit.
• EMERGENCY – If an email is sent for an emergency testing situation:
• Call them if you’re qualified or find someone who is to call them immediately.
• Follow the process explained in the Phone section for these requests.

Voice Mails and Emails
• Someone must always be assigned as a lead to check for VM and Emails every day.
• One possible process (to be finalized soon):
• For VM and/or Emails, we can rotate the responsibility amongst the CSRs so everyone
participates.
• Example: Monday - Two CSRs work as a team each day. One covers lunches and
breaks (scheduled or not) and the other is the primary for the day.
• Tuesday – a different set of CSRs work as a team. Same as Monday’s example.
• Wednesday – the CSR team from Monday rotates primary roles and covers the
day as a team.
• Thursday – CSR team from Tuesday follows Wednesday’s process.
• Etc.
• Another option might be weekly assigned teams of 2, one for VM and the other for

emails. Follow a similar process (from above) for coverage for breaks and scheduled time
off.

***QUALIFICATIONS***
Education & Experience:
• High school diploma or equivalent required; associate or bachelor’s degree in business, marketing, or a related field preferred.
• Previous experience in customer service, sales support, or related role is highly desirable.
• Experience with CRM software and sales pipeline management tools is a plus.

Skills & Competencies:
• Communication Skills:
• Excellent verbal and written communication skills.
• Ability to communicate clearly and professionally with clients and teaUpgrade to see actual infombers.

• Organizational Skills:
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Attention to detail and accuracy in data entry and documentation.

• Problem-Solving Skills:
• Ability to assess situations, gather relevant information, and make informed decisions.
• Proactive approach to identifying and resolving issues.

• Technical Skills:
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Familiarity with CRM systems and sales software.

• Interpersonal Skills:
• Strong interpersonal skills with the ability to build and maintain positive relationships
with clients and colleagues.
• Empathy and patience when dealing with customer inquiries and concerns.

Personal Attributes:
• Customer Focused:
• A strong commitment to providing excellent customer service.
• Ability to understand and anticipate customer needs.

• Team Player:
• Ability to work collaboratively within a team environment.
• Willingness to assist colleagues and contribute to team goals.

• Adaptability:
• Flexibility to adapt to changing priorities and business needs.
• Willingness to learn and take on new challenges.

Additional Requirements:
• Availability: Must be available to work during business hours and occasionally outside of regular hours as needed.
• Professionalism: Always maintain a professional demeanor and appearance.
• Dependability: Reliable and punctual with a strong work ethic