Job Description: Love what you do.
Support the pros behind the shows!
Work for a company that treats its employees like family!
After all, Full Compass Systems is a family-owned business that has almost 50 years' worth of building relationships with our employees and customers.
We are a one-stop shop for anything audio, video, lighting, and musical equipment related.
We work with Fortune 100 companies, start-up companies, and every type of organization in between.
Our benefits Include: Hybrid ScheduleOn-Site RestaurantVolunteer Time OffPaid Time OffHealth/Dental/Vision Insurance401(k)Position Summary: The Full Compass Customer Engagement Specialist is responsible for providing superior sales and customer service to Full Compass and FDW customers with each interaction.
The Customer Engagement Specialist identifies lapsed customers to re-engage and reactivate.
They must be a self-starter, exhibiting and self-managing high levels of productivity and organization, achieving assigned KPIs and quota numbers.
Essential Job Functions: Develop effective strategies to reactivate lapsed customers.Develop effective strategies to prospect new customers.Qualify all inbound customer leads and move to Team or pursue based on revenue potential and value of the account.Provide the highest quality of customer service including applying attentive listening and demonstrating a positive demeanor over the telephone.Provide timely follow-up with customers.Resolve product or service problems: clarifying customer complaints; determining causes of issues; selecting and explaining the best solution to resolve the issue; expediting correction or adjustment; following up to ensure resolution.Continuously strive to increase product knowledge in all areas of our industry while remaining current in the latest and developing trends.Demonstrate a solid understanding of FCS' communication procedures and guidelines.Demonstrate consistent and predictable attendance.Demonstrate a positive approach and attitude by working effectively and constructively with others.Attend Full Compass-assigned vendor and product training demonstrations, departmental meetings, and quarterly company meetings.Extend courtesy to all co-workers, which includes assisting in the departments of CXW, E-Bay, Amazon and Reception in the event of absence.Maintain good housekeeping of work areas to provide a safe, clean, organized, efficient, and pleasant work environment.Portray a professional image that is consistent with the company's goals of fairness and honesty to suppliers.Be prepared for and participate in meetings.Other duties as assigned.Requirements: Required Education and Experience: High school diploma or equivalent.Education and Experience: Prior customer service/sales experience.Prior experience with Pro Audio, Video, and Lighting products.Experience using AX Microsoft Dynamics, Sales Force or other CRM software.Qualifications: Working knowledge of Microsoft Office Suite.Competencies: Excellent interpersonal and customer service skills.Ability to successfully balance quality of work with quantity of work.Ability to manage and effectively prioritize multiple projects in a fast-paced environment.Ability to work independently with minimal supervision.Excellent troubleshooting and analytical skills.Strong attention to detail.Ability to answer a high volume of calls, emails and/or web chats daily.Excellent written and verbal communication skills.Work Environment: Work is performed in an office environment with minimal, if any, travel outside of the office.
The employee may be required to regularly lift and/or move up to 25 pounds.
The employee is required to sit for extended periods; frequently stand and walk; reach above shoulders; and use standard office equipment, including a computer, telephone, copier, printer, and virtual collaboration software.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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