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Regional Sales and Customer Support Manager

2 months ago

Batesville, Indiana, United States Hearing Health USA Company Full time

Regional Customer Service/Sales Manager

Job Category: Call Center Management

Job Details

Description

Hearing Health USA Company is seeking a committed and encouraging Regional Customer Service/Sales Manager to ensure that sales and customer service goals for a designated area within the organization are achieved. The ideal candidate will thoroughly familiarize themselves with the specific region, including demographics, insurance nuances, exceptions, and any changes in company processes. This role involves coaching, training, and motivating team members, while also providing ongoing support to ensure they meet expectations and understand their responsibilities.

Key Responsibilities:

  • Prepare and train regional team members to effectively engage with customers, guiding them through their service journey and enhancing revenue in the area.
  • Address and resolve issues faced by team members and customers as needed.
  • Establish and monitor sales targets for both outbound and inbound communications.
  • Ensure team members comprehend and adhere to all customer service and sales objectives, performance standards, and policies.
  • Set clear team objectives and key performance indicators (KPIs).
  • Evaluate performance using KPIs such as conversion rates, quality of service, call wait times, and overall productivity.
  • Assist team members with inquiries regarding best practices or challenging situations.
  • Identify operational challenges and propose potential enhancements.
  • Monitor and assess team performance, providing coaching opportunities and corrective actions when necessary.
  • Compile reports and analyze data to support executive management in setting call center objectives.
  • Collaborate with other managers to support team members and optimize customer satisfaction.

Requirements:

  • Associate's degree or higher.
  • Experience in call centers, customer service, sales, and supervisory roles.
  • Proficient in technology, particularly computer systems, software applications, and telecommunication systems.
  • Strong skills in Excel.
  • Exceptional verbal and written communication abilities.
  • Comprehensive understanding of company products, policies, and services.
  • Capability to coach, train, and motivate team members while evaluating their performance.
  • Excellent problem-solving, leadership, and customer service skills.
  • Analytical, efficient, and detail-oriented.
  • Ability to maintain composure and professionalism under pressure, especially during peak times.

Preferred Skills:

  • Ability to work independently with a sense of accountability and ownership.
  • Strong planning, organizational, and multitasking skills, along with disciplined time management.
  • Attention to detail and commitment to follow-through.
  • Ability to focus amid ambiguity.
  • Persuasive skills to influence outcomes.

Note: Applicants must have a flexible work schedule.

Qualifications

Skills

Behaviors

Motivations

Education

Required: Associate's degree or higher.

Experience

Licenses & Certifications