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Area Customer Relations and Sales Supervisor

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 supportive Regional Customer Service/Sales Manager. This role is crucial in ensuring that the sales and customer service goals for a designated area within the organization are achieved. The Regional Customer Service/Sales Manager will immerse themselves in understanding the specific region, including demographics, insurance providers, and any relevant company or procedural changes. This position also involves coaching, training, and motivating team members to excel.

The successful candidate will continue to provide support to team members post-training by tracking their performance, addressing inquiries, and offering constructive feedback and encouragement. A strong focus on sales and goal achievement is essential, along with being analytical, supportive, and a reliable resource for team members.

Key Responsibilities:

  • Train and equip regional team members to effectively engage with customers, ensuring a smooth patient journey while driving revenue growth.
  • Address and resolve issues faced by team members and customers as needed.
  • Set and monitor sales targets for both inbound and outbound communications.
  • Ensure compliance with all customer service and sales objectives, performance metrics, and organizational policies.
  • Establish 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.
  • Provide guidance to team members on best practices and challenging customer interactions.
  • Identify operational challenges and propose potential enhancements.
  • Assess and monitor team performance, offering training opportunities and corrective measures when necessary.
  • Compile reports and analyze data to assist upper management in setting call center objectives.
  • Collaborate with other managers to support team members and enhance customer satisfaction.

Requirements:

  • Associate's degree or higher.
  • Experience in call center operations, customer service, sales, and supervisory roles.
  • Proficient in technology, particularly computer systems, software applications, and telecommunication tools.
  • Strong proficiency in Excel.
  • Exceptional verbal and written communication abilities.
  • Thorough understanding of company products, policies, and services.
  • Capability to coach, train, and motivate staff while assessing their performance.
  • Excellent problem-solving, leadership, and customer service skills.
  • Analytical, efficient, and detail-oriented.
  • Ability to maintain composure and professionalism in high-pressure situations.

Preferred Skills:

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

Additional Information:

Applicants must possess a flexible work schedule.

Qualifications:

Education:

Associate's degree or higher.

Experience:

Licenses & Certifications: