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Customer Support/Inside Sales Rep

Posted on Jul 17, 2020 by The Royak Group Inc.

Alpharetta, GA 30004
20 Jul 2020
$25 - $25 Hourly

Company provides cloud based enterprise facilities and field service management software solutions that streamline and improve service delivery efficiencies by coordinating a Real Time flow of information between customers, vendors, technicians and management. Company's applications drive improvements in customer satisfaction, staff productivity, asset performance and vendor management, providing data throughout the process to facilitate improvements in operations efficiencies. Over 4 million users depend on the company for facility and service management solutions.

The Role

Reporting to the Strategic Partner Channel Sales Manager, the Customer Support/Inside Sales Rep is a blended role of sales order processing, welcoming new customers to company's platform, identifying and pursuing opportunities for add-on modules and providing basic support/training assistance.

Day-In-The-Life Responsibilities

  • 25% Sales Administration. Quickly research orders in one database, determine if separate database needs to be updated, make updates as necessary within 60 minutes.

    • Order research in Salesforce and Quickbase

    • Order entry in Netsuite

    • Prepare proposals in Word and send from Outlook and Netsuite

    • Performance analysis in Excel

    • Serve as back-up when manager is out

  • 25% Nurture. Call and email new customers.

    • Call & email new accounts 2x in 10 days then as often as needed until Phase 3

    • Learn about customer, goals for the new software, size of business

  • 25% Upsell. Utilize reports in CRM to target customers for upsell. Pursue via phone and email.

    • Educate customers on product offerings and services to improve business, building a strong customer relationship

    • Recommend the right strategies and sell the right products to help customers succeed

    • Compose and send emails in Outlook

    • Explain value of add-on software in order to make the sale

    • Provide live demonstrations of software product

    • Manage pipeline of add-ons and license increases

  • 25% Triage. Field inbound customer calls, answer product questions, route calls as appropriate.

    • Help customers navigate support and training options; provide links; route appropriately

    • Drive customer retention through exceptional customer service

  • Other duties as assigned

Performance Expectations

  • Own-the-outcome work ethic and team player attitude

  • Effective organization skills and ability to multi-task

  • Adhere to attendance policy and assigned schedule

  • No more than 3 absences per quarter without prior approval

  • Quality of work/accuracy of calls and emails

  • Communication and transparency while working remotely are a necessity

Ideal Experience & Skills

  • 2+ years software customer service or software technical support over phone and email

  • Solid PC and software skills - must be able to navigate multiple computers, multiple databases at one time, copy/paste, comfortable toggling screens

  • Ability to effectively communicate verbally and in writing

  • Ability to understand and demonstrate software

  • Netsuite and Salesforce

  • Outlook, Word, Excel, PowerPoint

Work Environment

100% work from home for the foreseeable future. You should have a designated workspace free from noise and other distractions where you can focus on providing excellent service to our customers, reliable high speed Internet of at least 15MB down and 5MB up. Return to the office environment in Alpharetta as the COVID situation improves.


Small company culture within a large corporation, where employees are taken care of and provided with support, training and feedback. You are treated like an individual and not a number.

Business Location and Hours

This position is based remotely and work occurs during normal business hours.

Compensation upon conversion to Full Time Employee

Salary, plus commission on sales. Benefits include medical, dental, vision, life insurance, 401(k) plan.

Reference: 912173787

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