Customer Engagement Representative

Envista Dentistry•Madison, WI

2d•Hybrid

About The Position

The Customer Engagement Representative is responsible for qualifying warm leads through Marketing and booking appointments for the outside sales representatives. This is a hybrid position (4 days per week on-site in Madison) and will require someone with great time management, customer service, and organization skills. The ideal person will have great phone communication skills as well.

Requirements

High school diploma or equivalent required; Bachelor’s degree is highly preferred.
Minimum of 1 year of relevant customer service or related experience
Experience with CRM is preferred; Microsoft Dynamics is a plus
Self-driven and ability to quickly establish a high level of integrity and trust with customers required.
Strong business acumen including business management fundamentals required.
Proficient with Microsoft Office including Outlook, Word, and Excel (basic) required.
Proven success in quickly learning computer systems required.
Excellent data entry accuracy and strong attention to detail required.
Effective verbal and written communication skills in English required.
Proficiency in reading and interpreting documents in English required.
Proven success in prioritizing assigned work required.
Ability to gather, understand, and interpret information required.
Good analytical and conceptual thinking skills required.
Ability to build and maintain good rapport and handle situations with confidence, tact, and resourcefulness required.

Nice To Haves

Bachelor’s degree is highly preferred.
Experience with CRM is preferred; Microsoft Dynamics is a plus

Responsibilities

Qualifies inbound marketing leads and schedules sales appointments.
Utilize the Customer Relationship Management (CRM) system and following standard work.
Maintains open communication with the field sales team to ensure a seamless transition of leads from Marketing to Sales.
Meets individual daily, monthly, and quarterly sales appointment targets.
Maintains a high level of product knowledge to support a high level of conversion rate from lead to appointment by providing prospective customers with consultations over the phone.
Effectively collaborates with multiple departments such as Marketing, Sales, Research & Development, and Regulatory Affairs when needed to support customer satisfaction.
Attends, understands, and actively participates in Daily Management meetings to stay abreast of Key Performance Indicators (KPIs) and top priorities including the status of appointment metrics and conversion rate.
Participates in continuous improvement activities under the Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
Attends required department trainings on and offsite when needed.
Follows company policies and procedures including quality and safety.