Position Overview

The Customer Support Specialist (CSS) plays a key role in the customer journey by qualifying all customer inquiries and acting as a liaison between customers and other Encore divisions. They will achieve maximum sales profitability, growth and market penetration by effectively selling the company’s products and/or related services. The CSS will uncover and develop event orders, present solutions, gain commitment and ensure effective handoffs to Event Execution for service delivery.

Key Job Responsibilities 

Sales

• Identifies sales opportunities and achieves monthly quota. 

• Receives in-bound calls and conducts out-bound calling to secure new customers or provide new services to existing customers 

• Presents a suite of products and services offered to potential and existing customers, leads negotiations, coordinates decision-making process, and overcomes objections to closure. 

• Establishes, develops and maintains relationships with current customers and prospective customers. 

• Analyzes, researches, resolves, refers and follows up on customer needs regarding services and billing in an expedient and professional manner. 

• Makes follow-up calls to ascertain customer satisfaction, answer questions or concerns, and obtain referrals and/or sales leads. 

• Responsible for achieving monthly call service levels to include abandon rate, after call work and pause times. 

• Communicates independently, effectively, clearly and professionally with customers, employees, supervisors and managers to establish and maintain considerate and cooperative relationships. 

• Handles customers’ requests by phone, online chat, e-mail, and other channels. 

• Provides management with information regarding trends related to customer needs, problems, interests and competitive activities. 

General Support/Service

• Contact and interface with customers regarding support, troubleshooting and problem resolution.

• Resolve support issues within identified timeframes with a focus on first call resolution.

• Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process.

• Assist with customer issues, orders, errors, account questions, billing, cancelations, and other queries.

• Document all activities with customers in CRM per defined process and procedures.

• Elevate issues following escalation procedure timely and as appropriate.

Job Qualifications

• Bachelor’s Degree or equivalent experience.

• 1-2 years customer service or sales experience, within audio-visual or related service industry preferred. 

• Demonstrated ability to work in a fast paced, high volume environment while being able to think creatively and effectively solve problems. 

• High degree of commitment to service excellence. 

• Experience working within a team environment to over-deliver on desired results

• Experience with the use of CRM software

• Strong written and oral communication skills needed to effectively solicit business via phone 

• Excellent organizational skills and the ability to manage multiple projects

Competencies

• Sales Proficiency

• Initiative

• Exceeds Customer Expectations

• Concern for Quality

• Influence

• Negotiation

• Results Orientation

• Relationship Management

• Interpersonal Organization

• Expeditious and Punctual

Work Environment

Office

Work is performed primarily in an office environment.  Working times may include irregular hours and on-call status including days, evenings, weekends and holidays.   Team members must adhere to appearance guidelines as defined by Encore based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

#INDCORP

The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives.

Encore is committed to providing the best benefits options for our employees and families. Click here to view the benefits options for our employees worldwide.

We pride ourselves on cultivating a welcoming culture where every individual is celebrated for their unique strengths and differences. Click here to view details on our commitment to inclusivity and belonging.