JOB SUMMARY

The Sales Support Representative provides administrative support to the sales force and distribution partners by providing customer service in a high-volume department for order processing, sales information, product training, systems support and other related duties.

ESSENTIAL FUNCTIONSReasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Receive calls in a high-volume environment, provide information and documents calls. Responsibilities include answering general to moderately complex questions from the sales force and distribution partners such as assisting with technology systems related training/issues/processes, product information, cancelling policies, lack of production reports, troubleshoot applications, answer general questions about products and commissions.
• Provide general to moderately complex administrative support to the sales force and distribution partners. Responsibilities vary by distribution and include duties such as sending welcome emails to agents, coordinating documents for the contract process, uploading information into appropriate systems, maintain and update commission information and other related duties.
• Research multiple systems and websites to gather information to answer questions and resolve complaints or concerns. Identifies critical issues and escalates issues appropriately. May need to ask for assistance or escalate complex items.
• Coordinate and collaborate with internal departments such as commissions, new business and contracting to remove obstacles for the sales force and bring resolution to outstanding concerns, delays or issues.
• Research multiple systems and websites to gather information to answer agent questions and resolve complaints or concerns.

Performs other related duties as necessary or assigned.

SUCCESS PROFILEKnowledge, Skills, and Abilities

• Demonstrate the Wellabe core competencies of change, communication, customer focus, financial acumen, innovation, teamwork, critical thinking, and decision making. For a full description of each competency, please visit wellabe.com/core-competencies.
• Embrace and foster a diverse and inclusive culture that aligns with our commitment to THRIVE Toolkit: We are building resources for employee reference, including a diversity driven book club, leadership training, and a culture of betterment philosophy. Hear: Every employee has a voice. We listen with attention to gain knowledge and to understand. Respect: We empower people by respecting and appreciating their differences. Inclusion: We support a collaborative workforce that promotes belonging and respect that increases participation and contribution from all employees. Value: All employees are appreciated for their uniqueness. Equity: For all.
• Demonstrate an Agile mindset* of trust, teamwork, and transparency and capability to implement agile tools into daily work, allowing for quick adaption to change. (*An agile mindset is the set of attitudes supporting an agile working environment including trust, teamwork, transparency, respect, improvement, ongoing learning, pride in ownership, focus on delivering value, and the ability to adapt to change.)
• Embrace our culture of betterment, which surrounds the question: Does this decision fit with our mission and core values while enhancing the outcome for our customers, our business, and our associates.
• General knowledge of the principles, processes, and practices related to customer service and administrative support.
• Ability to understand and patiently explain how technology works step by step when assisting others.
• Strong verbal and written communication skills with the ability to respond effectively to the sales force and internal partners.
• Active listening skills with the ability to establish effective relationships, gather necessary information, be patient and assess a situation to meet the needs of the sales force.