Description:
License & Sales Management Specialist
Provides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process, and conducts customer service training for entry level staff.
DUTIES:
Researches, analyzes, and responds to inquiries of a complex nature and assists less experienced staff with complex customer issues. Coaches and assists less experienced staff in meeting expected customer service and satisfaction goals. Contacts customers to resolve outstanding customer service issues. Assists supervisors in the continuous improvement of the customer service delivery process. Conducts customer service training for entry level staff. Documents customer interactions and product/service issues, entering descriptive information online in order to provide history and tracking of issue resolution.
As a License & Sales Management Specialist you will be responsible for:
• Provide product/service information and respond to customer and dealer questions, acting as a first point of contact for resolving queries and enrollment activities. This will primarily be inbound phone calls but will also include outbound phone calls and emails.
• Providing exceptional service to customers and dealers on the telephone as you navigate various conversations and gather enrollment information.
• Using complex multilevel scripts and processes to clarify customer information and assist them as needed.
• Managing contract, legal entity and tax rules conversations
• Create follow up actions and enter relevant information into various internal systems after each contact ensuring that quality data is gathered.
• Executing processes to validate completeness and effectiveness to enable broader application through shared or dedicated service teams
• Working tickets through a ticketing system that come from Dealer/Customer requests.
Experience:
• Strong interpersonal and communication skills, including demonstrated ability to manage complex conversations in real time.
• Strong independent judgement, problem solving skills, and ability to make timely decisions.
• Proficient in Microsoft Office products specifically Excel and One Note.
• Comfortable with navigating through diverse tools that may not be intuitive and have complex interfaces.
• Strong organizational skills and the ability to manage several projects simultaneously.
• Ability to work with extensive amounts of data while maintaining a strong emphasis on details.
• Ability to adapt to rapidly and frequently changing processes.
• Bachelor’s Degree or equivalent experience required
What makes you stand out:
• Experience working directly with Customers and Dealers.
• Demonstrated ability to leverage data and analytics to identify opportunities and solve problems.
• Understanding of revenue recognition principles for software licensing models
• Cross functional work experience in multiple areas, i.e., product management, sales & marketing, legal, data, accounting, order fulfillment, etc.
• Knowledge of go to market strategies including licensing of advanced software for precision technologies.
Notes:
This job will be Friday through Monday from 8:00 AM – 5:00 PM CST (32 hours/week) This may shift due to training or holidays.
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status