Account Engagement Specialist

1 week ago

Cedar Park, Texas, United States Builders FirstSource Full time


The Sales Development Representative engages with targeted clients and contacts to create new revenue opportunities or rekindle connections with underperforming accounts in a dynamic Call Center environment.

This position is accountable for delivering exceptional customer service, building relationships with prospective clients, comprehending the sales process to effectively re-engage accounts, and relaying client insights or strategic market intelligence for our nationwide operations.

The Account Engagement Specialist is directly responsible for sales interactions and performance with key customers while providing essential support to field teams ready to take over once the relationship is established.

At the core of all responsibilities is the commitment to protect and enhance customer engagement with the organization, brand, and sales platforms.


KEY RESPONSIBILITIES

Conduct outbound cold calls to select accounts with the aim of re-engaging them in the purchasing process, or initiate outreach to new prospects to establish new accounts and sales revenue, connecting with local sales teams when necessary.

Provide outstanding customer service by effectively addressing inquiries regarding product availability, selection, order placement, pricing requests, customer complaints, and scheduling of deliveries and installations through phone, email, and chat.

Drive active sales generation through direct outreach to external customers using a multi-line virtual phone system or by responding to email inquiries.

Initiate or receive communication with clients to follow up on orders and inquiries as needed, gathering initial information for material take-offs and special product requests for appropriate hand-off to field sales teams.

Proactively facilitate the transition to market teams for comprehensive customer follow-up, sales capture, or issue resolution.
Establish an open feedback loop and relationship with local leadership to relay customer insights or strategic market intelligence.
Ensure closure of feedback loops on all market-delivered cases and sales leads, detailing the complete lifecycle and resolutions.
Utilize CRM tools to accurately document all customer interactions, escalations, and omnichannel sales.
Employ BackOffice and ERP systems to research orders, exceptions, or returns.
Support the usage and adoption of eBusiness tools for customers and associates.
Create a feedback loop with leadership and field partners on relevant trends and best practices.
Other responsibilities may be assigned.

SUPERVISORY ROLE
This position does not have supervisory responsibilities.

MINIMUM QUALIFICATIONS
To excel in this role, an individual must be able to satisfactorily perform each essential duty. The qualifications listed below represent the knowledge, skills, and abilities required.
An Associate's Degree or two (2) years of equivalent work experience.
One (1+) year of experience in customer service, the building industry, or a related field.
Or an equivalent combination of education and experience.

Preferred Experience:
Call Center, CRM, and Digital Tools Usage, Building Industry/Materials Supply Sales.

COMPETENCIES

Preferred:
Multi-Lingual Capabilities, Fluent in English/Spanish.
Excellent verbal and written communication skills.
Confidentiality requirement for secured access locations, sensitive information, and data privacy.
Strong organizational and time management skills to effectively prioritize and execute multiple tasks throughout the workday.
Ability to operate effectively within a team environment, both in-person and remotely.
Active listening skills with critical problem-solving abilities.

Ability to communicate effectively, professionally, and succinctly, both verbally over the phone and in written form for online text chat.

Tech-savvy with the ability to navigate various digital tools for effective Call Center operations; strong emphasis on ERP, Salesforce CRM, Microsoft Office Suite, and Internet-Based Applications.

Ability to enhance personal selling skills.
Ability to execute outbound cold calls effectively.
Ability to operate a multi-line phone system proficiently.
Knowledge of Building Supply products and services.
Proficient typing skills are required.
WORK ENVIRONMENT / PHYSICAL ACTIVITY

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work is conducted in an office setting and is generally sedentary, with physical effort associated with using a computer, but may involve brief periods of walking or standing.

May be required to occasionally lift, carry, push, pull, or otherwise move objects up to 25 pounds.

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