Client Service Representative - Aurora, CO
Posted by: "Jobs" jobs@touchstar.com
Date: Mon Oct 13, 2008 7:17 pm ((PDT))
--Please send resumes to jobs@touchstar.com with the email subject line
of "Client Service Representative 002"--
Position Title: client service representative
Reports to: Director of Client Services
COMPANY DESCRIPTION:
TouchStar is a dynamic, privately held, and rapidly growing global
company headquartered in Denver, Colorado, USA. We develop, implement,
and support call center software and telecommunications equipment.
TouchStar Software is built on an open-architecture, Windows 2000
Server
and Microsoft SQL Server platform, and state-of-the-art Dialogic SCSA
telephony components. Our offices in Denver, New York City, Davenport,
Phoenix, the United Kingdom, India, South Africa, and the Philippines
support over 2,000 clients. TouchStar acquired Digisoft in 2005,
Sigmaworx in 2006, and Data-Tel Info. Solutions in 2007. We strongly
believe in our core value of honoring our client's trust in choosing us
and serving them with passion, integrity, relentless effort, and sound
processes.
We are currently reviewing resumes for a Client Service Representative.
This position will be based out of the Aurora, CO office.
ONLY LOCAL APPLICANTS WILL BE CONSIDERED FOR THIS POSITION. NO PHONE
CALLS ABOUT THIS POSITION, PLEASE.
Position Title: client service representative
REPORTS TO: Director of Client Services
ROLE:
The primary responsibility of this position is to maximize support
revenue opportunities, ensure timely communication with customers, and
to meet and exceed customer expectations.
The Client Service Representative (CSR) will work closely with support
and its assigned accounts to ensure open support issues are resolved in
a timely and systematic fashion. In doing so, the CSR will not only
facilitate the collection of on-time support renewals; but build
credibility that will enable more proactive selling of products and
services that will minimize certain types of support issues. The CSR
prepares proposals and contracts related to support-driven upgrades on
existing assigned accounts. The CSR will be responsible for renewal of
the support agreement. The CSR will act as a customer advocate by
staying in close and regular communication with our customers and
communicating open issues to the appropriate departments for
resolution.
RESPONSIBILITIES:
* Learn the key aspects of each customer's business as they
relate to the TouchStar product
* Strategically analyze support issues of assigned accounts to
identify additional sales opportunities
* Prepare and send sales proposals to customers for upgrades
(related to support issues)
* Enter sales and support opportunity information into
Salesforce
* Prepare sales contracts for upgrades
* Follow-up with customers to check on the status of receiving
signed contracts and deposits
* Contact customers immediately following installation to ensure
customer expectations are being met
* Respond to customer issues and inquiries; Solve problems
individually or by working with other departments. Follow through to
make sure the cause of the problem has been identified and resolved.
* Proactively contact all assigned customers a minimum of once
every month to check in on their status and involve appropriate
departments as necessary if support issues are unresolved
* Conduct a customer satisfaction survey up to two times each
year (preferably 2-months after installation and 2-months before
support
renewal) in order to communicate issues to appropriate departments for
resolution. Follow-up to ensure issues are resolved to customer's
satisfaction.
* One month prior to support renewal, summarize the immediate
year's support activity for each customer, such as the number of
support
cases, number of hours of support received, etc.
* One month prior to support renewal, summarize new upgrade
features that apply directly to the customer's business
* Renew the support agreement
SKILLS:
* Ability to learn technical aspects of our product, hardware
and
the telephony industry
* Ability to understand how the TouchStar product features
benefit the various aspects of our customers' operations
* Excellent organizational skills
* Excellent verbal and telephone communication skills
* Excellent written communication skills
* Working knowledge of Microsoft Word, Excel, Salesforce.com.
* Ability to analyze situations and react properly
COMPENSATION:
$30,000 base salary + up to $6,000 in yearly bonuses. Bonus to be paid
quarterly, and they are attained by reaching the following performance
metrics:
Attaining support renewal goals - 80%
Favorable post-escalation survey, conducted by manager via phone.
Minimum of two per month - 10%
One qualified professional services, training or upgrade referral to
sales per month - 10%
--Please send resumes to jobs@touchstar.com with the email subject line
of "Client Service Representative 002"--
