Customer Success & Sales specialist
J&S
Transportation
Headquarters: Billings, Montana, USA
Must be located: U.S.A
Visit company website
Headquarters: Billings, Montana, USA
Must be located: U.S.A
Visit company website
This is a
growth opportunity in the new consumer retail division in our company.
Historically we've served a business clientele like auto auctions and car
dealers, but now we're creating a service for individuals who want to ship a
car. It'll grow into a national direct-to-consumer auto transport brokerage.
We’ve
invested heavily in a real-time pricing technology so we can scale up and
confidently stand behind our automated price quotes, unlike many competitors
who confuse customers about the final delivery price. To promote our innovative
online quote and booking platform, we're organizing our marketing, sales and
customer service programs.
Top
priority is the hiring of an enthusiastic Customer Success & Sales
Specialist to serve our customers. You will report to the owner and be
part of a small team as the primary point of customer contact. An outsourced
call center will provide supplementary support, but you’ll nurture our
relationships with customers.
Sales +
Service
This is a
customer support opportunity for the right person who can interact well with
people and wants to grow sales expertise. If you are uncomfortable asking for
the money to complete an order from people who contacted us seeking a quote,
this is NOT for you. If you want to expand your capacity to sell,
this is your chance!
There is
no prospecting in this role, but lots of responsive follow-up. The best
salesperson is a self-aware helper. Be their answer!
Our
company is based on honest and open communication. We communicate as much as we
can with the customer, whether it’s good or bad, and we go from there. Our
communication is unlike common auto transport companies who overpromise to get
the order and then deal with the customer disappointment. Distinct from much of
our industry, our company reflects Montana values of honesty and keeping our
word. That’s important to the ownership and the people that work here.
More about the job:
The Customer Success & Sales Specialist will set the tone from the
initial stages of communication. All contact is in-bound seeking an instant
online quote, and you’ll guide them through the multiple-step purchase to
delivery process that unfolds over weeks. Shipping a car from Seattle to Miami takes
awhile.
We are
not the cheapest, so you'll explain our service level, our focus on prompt
delivery, and our record of good reviews. For those who've already booked an
order, you'll make sure our customers LOVE working with us. For prospects,
you'll respond to inquiries and possibly follow up to help them reach a
decision.
In
coordination with our truck dispatchers, you'll relay info across multiple
mediums: phone, email, live chat, and SMS text. Our clients appreciate
the customer support and how we keep them updated, the speed of delivery, and
peace of mind that we offer throughout their experience with us. You'll also
coordinate with our content marketer to highlight customer success stories.
While
this is a remote position, you need others on our team to support you to be
able to do your job. Expect coordination and communication daily.
Job
requirements:
§
Ability
to work fixed hour shifts Monday through Friday.
§
Demonstrate
ability to work remotely, showing up reliably and coordinating with a team
across multiple time zones.
§
Proficient
at using online software tools, managing multiple data entry systems and making
the most of multiple monitors.
§
Must have
a love of talking on the phone on a daily basis. Strap on your headset. You’ll
answer phones with a consistent, warm and professional greeting. You’ll call
people back and leave clear messages.
§
You can
write with a clear, friendly, simple tone in email, texts, and live chat.
§
Ability
to learn our business and then prioritize support requests. Tidy the inbox and
show initiative to follow-up on issues, without prompting.
§
You
understand and appreciate the fact that a positive team environment is both
productive and efficient, and benefits a customer's experience. You have the
ability to be respectful, and listen to the needs and suggestions of teammates.
You can play a pivotal role on the team for the benefit of the company.
Valued
skills or attributes:
§
Previous
experience in customer service and/or relevant experience in a position with
similar skill sets and qualifications.
§
Be
a people person with the ability to anticipate customer needs
and build a genuine relationship with them. Build rapport with a range of
customer personality types.
§
You are
capable of listening to and advocating on the customer's behalf to our
team. Ability to empathize with customers and imagine their circumstances
and feelings. Desire to patiently listen to questions, concerns, complaints and
requests while trusting in our process to resolve issues.
§
You're
capable of learning to confidently communicate about our service and industry.
Fundamentally, you have the desire and ability to learn about sales (Don’t
worry, we’ll train you! Be willing to travel to Billings, Montana for onboard
training.)
§
You're
excited to delight and build trust. You're open to humor brought at the right
place at the right time as one way to delight people. Calm and poised under
pressure during peak season.
§
You can
act autonomously with integrity and work independently - accountable for your
own actions. You're able to survey the opportunity as you start the day, see
the urgent and the important, and then focus on what serves the organization's
goals and fits your own role. Then you can explain your decisions and be accountable
for them.
§
You’ve
got problem-solving skills, you're willing to investigate and reach a tentative
conclusion and then continue to the answer.
You will be responsible for:
§
Assisting
with the day to day management of correspondence and sales activity with
prospects and our existing customers.
§
Speaking
on the phone with prospective customers and our already existing, highly valued
customers to help place orders or manage their customer experience with us.
§
Using our
software programs tools and a database of information about our services along
with templates to answer the customer questions, take detailed information and
then use your judgment and sales skills, to customize the responses to be most
fitting for that particular customer. For example, a custom transport to
Fairbanks, Alaska.
§
Responding
to prospective customers who complete the contact, inquiry forms on our
website. Follow-up with prospective customers within the same business day to
provide assistance and guidance and help to answer questions, and close the
sale.
§
Acting as
the liaison between our customers and our Dispatcher & Sales Team.
§
You will
act as the Voice of the Customer to help ensure their experience with J&S
Transportation is exceptional.
§
Detect
trends in the customer’s question and issues and then provide feedback to the
team. Help us design a better customer experience!
Compensation
and Benefits
§
Starting
at $33,000 / year plus paid vacation.
§
A
performance bonus offers another 10%+ earnings opportunity, with monthly
incentives for booking orders and profit sharing after 6 months.
§
Employer
contributions to health insurance, dental, optical, life, and Simple IRA.
§
Home
office ergonomic and Internet reimbursements.
If you're
interested and want to apply, please first watch this video that gives more
information about this specific positihttps://youtu.be/yRH0TybakcU
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