Job Title: Inside Sales Manager

Reports To: Director of Customer Experience

FLSA: Exempt

Department: Administration

Job Summary:

As an Inside Sales Manager, you will oversee and support a team of inside sales/retention representatives to achieve sales targets and deliver exceptional customer service. You will be responsible for managing day-to-day operations, coaching team members, developing sales strategies, and ensuring that sales processes are executed efficiently. This role is responsible for developing and implementing retention programs, coaching team members, and collaborating with other departments to enhance the overall customer experience.

Duties & Responsibilities:

• Hire, train, and supervise a team of inside sales & retention specialists.
• Set clear sales targets and performance expectations for the team.
• Monitor individual and team performance, providing regular feedback and coaching.
• Conduct performance evaluations and implement improvement plans as needed.
• Foster a positive and collaborative team environment.
• Develop and implement sales strategies to meet or exceed sales targets.
• Ensure that sales processes are followed and optimized for maximum efficiency.
• Gather customer feedback and insights to improve products and services.
• Ensure that the team provides exceptional customer service at all times.
• Build and maintain strong relationships with key customers.
• Resolve customer complaints and issues in a timely and professional manner.
• Identify at-risk customers and develop targeted interventions to address their needs and concerns.
• Act as a point of escalation for unresolved customer issues, ensuring timely resolution and follow-up.
• Prepare regular reports on retention metrics, including churn rates, customer satisfaction scores, sales performance and the effectiveness of retention initiatives.
• Analyze sales data to identify trends, opportunities, and areas for improvement.
• Ensure compliance with company policies, procedures, and regulations.
• Monitor the quality of customer interactions and provide coaching and training to ensure consistency and effectiveness.

Benefits:

• Competitive medical, dental, and vision insurance
• Life and long-term disability
• A 401k plan with an employer match
• Paid time off/holidays to all full-time employees
• Service discounts to enjoy all that Vexus has to offer at your home

Qualifications:

• Strong Leadership and management skills with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills with a customer-centric approach.
• Ability to thrive in a fast- paced, dynamic environment and adapt to changing priorities.
• Commitment to continuous learning and professional development.
• Must possess the ability to work independently (self-motivated), and adapt work schedule to the needs of the department.
• Must be able to manage information in a confidential manner.
• Must possess communication skills (both verbal and written), with proven effectiveness in both areas.
• Must be able to effectively communicate with all departments and at all levels of the organization.

Education/Experience:

• High School diploma or equivalent.
• Minimum of 4 years customer service experience, preferably in Telecommunications.
• Minimum of 2 years supervisory or leadership experience, preferably in a call center environment.

Computer Skills:

• Must possess strong computer skills, with proficiency in Microsoft Office (Word and Excel).
• Qualified candidate will be a subject matter expert in the ICOMS’s application, possessing in-depth knowledge in all areas of the program and having mastered all aspects of its usage.
• Additionally, the qualified candidate will possess an equal knowledge and understanding of the following processes: Customer Service Processes, QA background and process, Advanced Troubleshooting Techniques.
• Must be able to manipulate data as required for reports, presentations, etc.

Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to perform computer functions and operate routine office equipment.
• Must be able to travel for business purposes on an occasional basis.
• Regularly required to talk and hear.
• Frequently required to sit for extended periods of time, stand, bend at the knees and waist, and walk in moderation throughout the call center.
• Required to use hands to type, handle objects and paperwork.
• Required to reach and hold on to items at chest level or reach above the shoulder.
• Required to use close vision and be able to focus.

Vexus Fiber is an Equal Opportunity Employer