Sales Support-Escalations Professional

Job Description

About the role: The Sales Support Team Escalations-supports the Sales organization by responding to inquiries regarding escalated customer issues (questions about invoices, escalated support cases, the status of services projects, etc). This role works to drive efficiencies within the organization by serving as a point person for inquiries and issue resolution. This role will be responsible for monitoring, coding and following up internally on customer issues and escalations that come from Account Executives. What youll do: Manage a queue of incoming operations requests in Salesforce.com Receive ops requests regarding specific escalated customer issues, make sure it is coded properly, and route escalation to the appropriate internal teams for resolution. Continue to monitor the progress of the escalation and provide frequent updates to the Account Executive until the issue is resolved. Using data gathered from ops requests coding, identify and participate in process improvement projects to help reduce common escalation types. Assist with additional operations request types on an as-needed basis. Participate in ad hoc projects as needed. What youll bring: Excellent interpersonal and communication skills Accurate data entry skills and good attention to detail Strong organizational skills Strong Excel and PowerPoint skills Good decision-making and problem-solving abilities