Sales Support Specialist

ID

2024-4807

# of Openings

1

Posted Date

2 weeks ago(5/24/2024 8:22 AM)

Category

Sales

We are seeking a SALES SUPPORT TEAM LEAD to join our growing team!

Position Overview

Supervises a team or unit of Sales Support Specialist and ensures service levels are met or exceeded.

A Day in the Life

• Enters merchant account applications within the Co-Pilot system with correct documents provided by payment’s sales team.
• Responds to customer issues in a timely and accurate way, via phone, email or chat.
• Identifies customer needs and provides training for customers within reporting tool and gateway.
• Analyzes and reports product malfunctions for escalation.
• Monitors customer tickets within the Co-Pilot system and reaches out to provide assistance if applicable.
• Processes cancellations as reported from First Data/FiServ.
• Meets (1 on 1) with team members weekly for any questions.
• Reports to team members weekly if any applications are still pending or extended SLA time.
• Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction.
• Monitors and measures service metrics and utilizes them to develop standards, improvements, or changes to process.
• Makes recommendations for changes to products or services based on customer feedback and requests.

We would love to chat if you have...

• Experience
  • With people leadership experience.
  • Has one (1) to two (2) years’ experience handling a team.
  • With at least three (3) years’ experience in a customer-supporting role
  • Knowledgeable in processing Payments and Merchant Account Setup/Application.
• Other Skills
  • Strong and effective interpersonal, leadership, coaching, and conflict resolution skills.
  • Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies.
  • Commitment to providing exceptional service to customers and support to members.
  • Excellent written and verbal communication skills.
  • Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, and Outlook

About Us
Community Brands – leveling the playing field between for-profits and purpose-driven organizations

Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.

Why work here?

Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

At Community Brands, a great company awaits you...

• Market-Competitive Compensation
• Generous Allowances & Benefits
• Quarterly Performance Bonus
• Flexible Planned Paid Time Off
• Annual Leave Credit Conversion

• Medical Insurance
• Dependents' HMO Coverage
• Dental Coverage
• Comprehensive Life Insurance
• Casual Environment

• Purpose-Driven Culture
• Work-Life Balance
• Passionate About Community Involvement
• Equal Opportunity Employer

All persons hired will be required to:

• verify their identity,
• verify they are eligible to work, without sponsorship, in the country they are to be employed in, and
• complete any required employment eligibility verification form upon hire.

#LI-JP1