Customer Engagement Lead

GTA•Dededo Municipality, GU

About The Position

The Customer Engagement Lead builds trust and expands relationships with existing customers while supporting collaborative sales efforts. The role works across the Customer Engagement Team and other departments to understand customer needs and behavior, provide value reassurance, resolve concerns, and deliver a strong customer experience. The Lead recommends suitable products and solutions, supports product profitability and growth targets, and serves as a trusted advisor as customers seek a total technology solution provider. The position also contributes to team effectiveness, completes required training and development, and participates in metric review meetings with leadership. The role calls for strong interpersonal and relationship-building skills, flexibility, sound judgment, and the ability to manage multiple projects and priorities in a fast-paced environment. Candidates are expected to promote the company’s culture and mission, demonstrate accountability and professionalism, continually develop their technical and industry knowledge, and contribute constructively to a collaborative team. The position requires a high school diploma or GED and four years of customer service experience. The successful candidate must be able to work variable shifts and weekends as needed to meet business needs, and must pass a background check and drug screening.

Requirements

Minimum high school diploma or GED.
Four years of customer service experience.
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 assess customer difficulties, evaluate alternatives, and recommend sound solutions.
Ability to manage multiple projects and prioritize in a fast-paced, changing environment.
Ability to follow company policies and procedures and complete administrative tasks accurately and efficiently.
Commitment to increasing technical knowledge, including product and industry knowledge and research.
Ability to work any shift and weekends on variable schedules as necessary to meet business needs and goals.
Must successfully pass a background check and drug screening.
Regular, punctual, and consistent attendance.

Nice To Haves

Proficiency in MS Word and MS Excel is preferred.

Responsibilities

Engage with existing customers, build trust, and expand customer relationships.
Support collaborative sales efforts and understand customer needs and behaviors.
Provide value reassurance and insight to resolve customer situations.
Build customer relationships and work to become a trusted advisor and part of the customer’s total technology solution.
Identify customer needs and requirements and recommend appropriate products and solutions.
Support initiatives that ensure product profitability.
Achieve product growth targets in an assigned geography or account base.
Complete required training and development objectives within the assigned timeframe.
Contribute ideas, support management decisions, and help enhance team effectiveness in the interests of customers and GTA.
Participate in metric review meetings with leadership and contribute to actionable decisions.
Complete administrative tasks thoroughly, accurately, and efficiently.
Analyze customer difficulties, evaluate alternatives, and recommend sound solutions.
Maintain regular, punctual, and consistent attendance.