SUMMARY

The CX Rep is an inside customer service and sales position that will support the Southwest customer experience and brand from start-to-finish; responding to all customer incoming leads, qualifying the leads, and inputting them into the CRM. The CX will also set up new opportunities discovered for the sales team; after identifying and recommending new solutions to new & existing customers of Southwest. To build & strengthen relationships between customers & Southwest.

Responsibilities:

The following responsibilities are a general guideline and not intended to be an exhaustive list of the full scope of responsibilities. Duties and responsibilities are subject to change based on business needs and at managements discretion.

• Customer service interactions; Inbound / Outbound Communication

• Grow parts, service and rental sales volume and expand the customer base by executing business plans, as well as exceeding annual goals

• Research & uncover new leads through calls, existing databases, social media and online strategies to setup appointments for the sales teams.

• Qualify inbound leads emails, calls, walk-ins, website, etc.

• Identify new business opportunities and create new leads using marketing automation, the existing customer databases, and other tools.

• Identify new customers through cold-calling, end of lease opportunities, and new business developments.

• Create Brand awareness - Recommend additional products and services to existing Southwest customers from all divisions of Southwest.

• Capture & Input new & existing leads, accounts & contacts into the CRM.

• Follow-up with customers that recently purchased from Southwest. Track customer satisfaction responses and notify them of the Customer Satisfaction Survey.

• Respond to customer queries/complaints uncovered during follow-up; expedite the resolution for the customer by seeking the correct Southwest personnel or department.

• Assign leads to the appropriate salesperson(s) based on the opportunity type, including all department opportunities.

• Anticipate customer needs and positive solutions to relay to the correct representative to handle in a timely manner.

• Provide quality customer service support & adequately educate the customer where applicable.

• Use of phone burner program to interact with more customers in a day

• Use Databases and CRM for prospecting & creating company lists

• Continuously evaluate & identify opportunities to improve customers experiences.

• Develop & continue 5S; SORT, SET IN ORDER, SHINE, STANDARDIZE, SUSTAIN

Qualifications

Requirements:

• Customer Service & Sales Experience

• Previous industry and sales or customer service experience preferred

• Must be Customer-centric, motivated, and responsible

• Valid Drivers License/Acceptable Driving Record

• Demonstrated ability to communicate with excellent verbal and written communication skills

• Multi-tasker, as well as good time management

• Work quickly and effeciently

• Must be proficient with MSWord, Excel and other internal applications such as CRM

• Advanced organizational knowledge

• Personal attributes: Commitment / Dependability, Even Temperament, Integrity, Attention to Detail, Problem Solving

• Bilingual (Spanish / Mandarin) preferred but not required

  We value our Associates and offer competitive wages with great benefits such as:

• Medical, dental, and vision insurance

• Short- and long-term disability coverage (employer sponsored)

• Basic Life insurance (employer sponsored)

• Voluntary Life insurance

• Flexible spending accounts

• 401k with a company match of 50% of your contribution (up to 6% of your current salary)

• Career development opportunities

• And much, much more!

  Wage Range DOE $23.38 to $28.29