Customer Engagement Lead

GTA•Dededo, GU

About The Position

The Customer Engagement Team is a small but fun and exciting group where we go above and beyond to ensure we provide the best customer experience. We are committed to quality and unparalleled customer service in things like processing and fulfilling customer orders, addressing concerns with their services, and promoting several programs to help retain customers. We work together constantly with dedication, commitment, and respect for one another which are our keys to success in contributing to the overall organization. The Customer Engagement Lead position involves engaging with existing customers, building their trust, and coordination not only within the team but with other departments to deliver the best customer experience. To do this, the candidate we are looking for must possess relationship-building skills and be able to forge new partnerships that bridge people and organizations. They must be able to manage multiple projects and tasks simultaneously. We are looking for a team player who is flexible, dynamic, and can be engaging with their strong interpersonal skills. The Customer Engagement Lead will be responsible for expanding relationships with existing customers by supporting collaborative sales efforts. In this position, you will need to understand customer needs and behaviors and delivers value reassurance to customers. In addition to providing an excellent customer experience, the role entails: Strong sales and customer service foundation and have an intuitive sense of how to work with our customers Understand what the customer wants and provide insight to resolve the situation Build relationships with customers and strive to be part of customer’s total technology solution provider and trusted advisor Identifies customer needs and requirements, and recommends the appropriate products and solutions Supports initiatives that ensure product profitability Achieves product growth targets in the assigned geography or account based Completes required training and development objectives with the assigned time frame Work well in a team environment by contributing ideas, striving to enhance the team’s effectiveness, and support decisions by management for the overall good of the customer and GTA Participates in metric review meetings with leadership where metrics are discussed, and actionable decisions are made.

Requirements

Minimum High School Diploma/GED with four (4) years of customer service experience
MS Office (MS Word and MS Excel) is preferred
Works 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
Demonstrates professionalism and strong verbal and written skills
Analyze customer difficulties, evaluate alternatives, and recommend sound solution and recommendations
Regular, punctual, and consistent attendance
Must be able to work any shift and weekends, variable schedule(s) as necessary to meet the needs and goals of the business
Ability to promote the Company culture and mission to all employees, vendors, clients and business partners.
Accountability: Punctual and dependable to meet the needs of our customers.
Has the ability to manage multiple projects and prioritize in a fast-paced changing environment.
Critical Thinking and Problem Solving : Has the ability to assess an issue, provide creative solutions, and analyze if the solution was viable.
Organizational support : Ability to follow company policies and procedures, complete administrative tasks thoroughly, accurately, and efficiently.
Technical skills : Constantly strives to increase technical knowledge to improve training tools through latest product knowledge, industry knowledge, and research.
Growth and Learning : Is curious and understands that learning is a lifelong endeavor. You own your learning and development, and you are committed to evolving.

Nice To Haves

Relationship-building skills
Ability to forge new partnerships that bridge people and organizations
Flexibility
Dynamic personality
Strong interpersonal skills

Responsibilities

Expanding relationships with existing customers by supporting collaborative sales efforts.
Understanding customer needs and behaviors and delivering value reassurance to customers.
Identifying customer needs and requirements, and recommending the appropriate products and solutions.
Supporting initiatives that ensure product profitability.
Achieving product growth targets in the assigned geography or account based.
Completing required training and development objectives within the assigned time frame.
Working well in a team environment by contributing ideas, striving to enhance the team’s effectiveness, and supporting decisions by management for the overall good of the customer and GTA.
Participating in metric review meetings with leadership where metrics are discussed, and actionable decisions are made.