Customer Engagement Lead

GTA•Dededo, GU

13d

About The Position

The Customer Engagement Lead engages existing customers, builds trust, and coordinates with the Customer Engagement Team and other departments to deliver a strong customer experience. The role supports collaborative sales efforts, understands customer needs and behaviors, reassures customers about value, and helps position the company as a trusted technology solutions provider. The role also supports product profitability and growth, completes assigned training and development objectives, contributes to team effectiveness, and participates in leadership metric review meetings. Candidates should be flexible, dynamic, professional, customer-focused, and able to manage multiple tasks in a fast-paced environment. The position requires regular, punctual, and consistent attendance and the ability to work any shift, weekends, and variable schedules as business needs require.

Requirements

Minimum high school diploma or GED.
Four years of customer service experience.
Ability to promote the company culture and mission to employees, vendors, clients, and business partners.
Punctuality and dependability in meeting customer needs.
Ability to manage multiple projects and prioritize in a fast-paced, changing environment.
Critical thinking and problem-solving skills, including assessing issues, developing creative solutions, and evaluating whether solutions are viable.
Ability to follow company policies and procedures.
Curiosity and commitment to owning ongoing learning and development.
Ability to work in a team environment and demonstrate strong leadership skills.
Analytical and multitasking skills.
In-depth understanding of sales principles and customer service practices.
Teamwork and motivational skills.
Professionalism and strong verbal and written communication skills.
Ability to analyze customer difficulties, evaluate alternatives, and recommend sound solutions.
Regular, punctual, and consistent attendance.
Ability to work any shift, weekends, and variable schedules as needed to meet business needs and goals.
Must successfully pass a background check and drug screening.

Nice To Haves

MS Office skills, including MS Word and MS Excel, are preferred.

Responsibilities

Expand relationships with existing customers by supporting collaborative sales efforts.
Understand customer needs and behaviors and provide value reassurance.
Understand customer requests and provide insights to resolve situations.
Build customer relationships and work to become part of the customer’s total technology solution provider and a trusted advisor.
Identify customer needs and requirements and recommend appropriate products and solutions.
Support initiatives that ensure product profitability.
Achieve product growth targets in the assigned geography or account base.
Complete required training and development objectives within the assigned time frame.
Contribute ideas, enhance team effectiveness, and support management decisions for the overall good of customers and GTA.
Participate in metric review meetings with leadership and contribute to actionable decisions.
Complete administrative tasks thoroughly, accurately, and efficiently.
Continually build technical knowledge through product knowledge, industry knowledge, and research.