Support Service Representative

SummaryThe position is responsible for helping to drive technology sales by providing support for Delmar Online courses. This would include the processes involved for setting up trial runs and adoptions of these courses. The support services representative assists in processing inbound telephone calls from internal and external customers according to the customer support standards, and partners with sales representatives to provide customers with a company representative who is readily accessible to them.DescriptionThese responsibilities pertain to processes associated with Delmar Online courses:

? Receive and examine course adoption and trail run requests for legitimacy and accuracy.

? Follow processes for sending out notification and instructional letters to customers in regards to trial runs and adoptions. Notification to the sales rep is required.

? Complete Demo Requests submitted by sales reps.

? Maintain and update spreadsheets for Trial Runs and Adoptions for each platform. Submit data to the appropriate contacts for review. Keep all letter files organized for easy assessibility.

? Track conversion of trial runs to adoptions by market segment and product.

? Assist customers and sales reps with questions and/or issues concerning trial runs and adoptions. Contact with customers can be done through such means as; email, telephone or fax. Create and foster relationships with contacts within organization in order to obtain needed information.

? Track pub dates for notification requests and notify customers when available. Add courses on to website for trial run setups.

? Create instructor and student access codes/learning codes for adoptions. Create access codes when needed for production of student access code packages.

? Obtain verification from sales rep of certain platform requests to verify it is a valid request.

? Contact billing for users requesting course adoption. Fulfill orders sent by Support Services or Sales Reps. This will be established by working with contacts at the TDC facility.

? Provide username and password to verified instructors requiring access to online instructor materials.
Other responsibilities:

? Assist with data entry of internet, email and mail gratis copy requests according to the customer support standards.

? Assist the customer support group with incoming customer calls according to the customer support standards.

? Manage the procedures for maintaining CPG sales rep mailboxes and notify appropriate personnel of changes.

? Perform other projects as assigned by team or manager.


Qualifications Associate required. Bachelor?s degree preferred.

 Customer service experience required.

 Proficiency required in Word and Excel. Knowledge required of database and Internet use.

 Strong organizational skills to effectively compile daily statistics and determine ongoing work priorities.

 Good language and verbal communication skills are needed for understanding and relaying current assignments.

 Efficient and polite phone manner in supporting and expediting on-line field staff order requests and information needs.

 Adaptability to the changing needs of both, external and internal customers.

 Willingness and ability to work flexible and overtime hours doing rush and special projects required.

 Flexibility for traveling will be required.

EQUIPMENT:

 ACD telephone with headset
 Computer System; Order Fulfillment (JDE) and Customer Management/Sampling (CRMS) systems. CRT and PC terminals, keyboard. Excel and Word. Internet.
 Fax Machine
 Printer
 Photocopiers
 Calculator
 Forms
 Files and general office supplies

JOB RELATED PHYSICAL REQUIREMENTS & DEGREE OF EFFORT:

 Visual Acuity - HIGH
 Speaking - HIGH
 Sitting - HIGH
 Walking - MODERATE
 Standing - LOW
 Climbing - LOW
 Lifting - MODERATE
 Hand Dexterity - HIGH

JOB RELATED MENTAL REQUIREMENTS & COMPLEXITY:

 Moderate noise level from office phone transactions requires the ability to focus and concentrate on ongoing tasks.

 Temporal or seasonal increased workload requires flexibility to respond to shifting priorities and required overtime scheduling.

 Multitude of varied customer requests requires good memory, reasoning and interpreting skills due to limitations in customer information available on-line and in-training manuals. These skills are needed for troubleshooting and resolving customers problems.

 Heavy work volume, shifting priorities, challenging goals and a hectic office environment
requires the ability to handle moderate to heavy stress levels.