They will be the key escalation point for assigned customers, advocating within the business on behalf of the client, en
Inside Sales Coordinator/Customer Support Specialist Description: We are currently searching for Inside Sales Coordinator/Customer Support Specialist in downtown Toronto. In this role, the candidate will work with the Sales team to support implementations and ongoing customer satisfaction. The position’s focus will be on ensuring an exceptional customer experience from quoting through to deployment using sound knowledge of our products, internal processes and account management skills. Position Overview The identified candidate will be responsible for developing and delivering the post-sales experience including customer onboarding and ongoing training, learning & development programs and helping the Sales Reps maximize their customers’ relationship with our company. They will be the key escalation point for assigned customers, advocating within the business on behalf of the client, engaging the right resources internally to solve customer issues, communicating regularly and consistently with all customers and internal stakeholders, identifying new processes to improve the customer experience, and managing customer expectations with respect to product capabilities to ensure the customers’ needs are being addressed The candidate will be mandated to reinforce a strong relationship with existing clients and new customers via exceptional service experiences in order to encourage new and repeat business opportunities. They will develop and nurture close relationships with each account and maintain open and positive communication channels, identifying revenue opportunities with existing customers and bringing those opportunities to the Sales team. In addition to very strong technical skills and the ability to understand a complex industry, this position requires superb business process and interpersonal skills in order to support the team, customers, and key stakeholders. The candidate will be required to build a strong understanding of the company and its various functions, departments, administration and methodologies in order to prioritize daily activities and proactively contribute to the team. Position Details Sales Support (50%)
Support Sales in proposal writing, quoting and contracting Account/relationship management Post-sale support such as timeline management and inter-departmental communications Maintains customer data (new entries, changes and updates) in internal database Various administrative duties including: maintain contact lists, lead gen, organize PowerPoints and presentation tools, reporting Other projects as assigned
Customer Service (50%)
First point of contact for resolving client issues as needed. Provide areas of customer service process improvement Ensures adherence to the customer service escalation program Ongoing account management and support Knowledge base and training support for customers using the customer portal
Qualifications
Passion for customer success! Previous experience in providing superior customer service, preferably in the IT or Telecom industry with a proven track record of successfully managing customer relationships and technical projects Proficiency with Microsoft Office (Word, Excel, Power Point), Outlook, and Salesforce Exceptional organizational, analytical, and communication skills and ability to plan and prioritize work, set goals and objectives, and develop schedules and tasks Can determine critical tasks; can quickly sense what will help or hinder accomplishing a goal Strong and Self-motivated, team-oriented, very responsible, and focused on exceeding customer expectations Understanding of enterprise internet business models and online processes, terminology, concepts and strategies Demonstrated ability to deal with change and excel in high-stress situations Ability to interpret and administer policies and procedures effectively and consistently Bachelor’s degree and 2 years’ experience OR 5 years’ equivalent experience and education
About ACI Established in July 2000, Accelerated Connections Inc. (ACI) has rapidly grown into a leading, national provider of both Private IP Connectivity and Public Internet services, supporting data, voice, colocation and hosted IaaS services to thousands of client locations across Canada, USA and overseas. ACI has created a network designed specifically for privatization, security, redundancy and stability. Through our various partnerships and direct connections into the major telecommunications organizations’ networks, our footprint reaches even the most remote areas of Canada. We have enjoyed special success designing and deploying custom, high-availability networks for national chain businesses, government and financial institutions. Our experience working with retailers, has translated into connectivity services for 20-30% of Tier 2 retail chains in shopping centres across Canada. At ACI, we firmly stand by our services and remain confident that our tailored solutions, coupled with our personal and responsive support, offer unmatched value and efficiency to each and every client. To explore this dynamic opportunity further, contact Shoshana Allen:
[email protected] 