Alpaca Audiology LLC, is looking for a dedicated, supportive Regional Customer Service/Sales Manager who will ensure that sales and customer service objectives for a specific region within the company are met. The Regional Customer Service/Sales Manager will fully educate themselves on the specific region: location, insurances, exceptions, company/process changes, in addition to coaching, training, and motivating advocates. They will continue to support advocates after training by monitoring their progress, ensuring that they understand and meet expectations, answer their questions, and provide them with ongoing feedback and inspiration. Individual should be sales/goals driven. Individual should also be analytical, supportive, and prepared to act as a resource to advocates.

Responsibilities:

• Train/prepare regional advocates to communicate effectively with customers and keep them on their patient journey and increase revenue within the region
• Troubleshoot issues with advocates and customers (when necessary).
• Oversee and set sales targets for outbound and inbound calls.
• Ensure that advocates understand and comply with all customer service/sales objectives, performance standards, and policies.
• Set clear team goals and KPIs.
• Measure performance with KPIs such as conversion, quality, call waiting, productivity, etc.
• Answer advocate questions regarding best practices or difficult calls.
• Identify operational issues and suggesting possible improvements.
• Monitor and evaluate advocate performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Prepare reports and analyze data to assist executive management as they determine call center goals.
• Work with other managers to support advocates and maximize customer satisfaction.

Requirements:

• Associates degree or higher.
• Call center, customer service, sales, and supervisory experience.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Must be proficient in Excel.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Additional Preferred Skills:

• Ability to work independently with accountability and ownership.
• Planning, organizing and multi-tasking skills along with disciplined time management.
• Attention to detail and follow through.
• Focus through ambiguity.
• Persuasive approach to influence outcome.

***Applicants must have a flexible work schedule