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The Sales Support Operations Specialist is responsible for answering incoming questions and calls from our customers and from our Sales representatives. Inquiries cover a range of topics and processes but include answering pricing questions, assisting with subscription modifications, updating account information, distributing leads and provision and completion of forms and paperwork required by customers. The successful candidate for this role will have a strong command of the company's customer service policies, and be well-trained in product, process and policy knowledge that can be critical for offering quick and accurate assistance to customers.
Primary Responsibilities:
- Answer incoming customer phone calls or emails and take appropriate actions for each query.
- Serve as a liaison between customers, sales and our operational departments addressing customer requests.
- Perform account maintenance and action subscription modifications upon request.
- Document customer interactions and actions taken into Salesforce to ensure each case record is fully updated.
- Responsible for qualifying and distributing leads to Sales.
- Participate with Sales in conference calls as needed.
- Help support Sales by directing/educating representatives on how to use internal systems, processes and policies to correctly action their business objectives.
- Participate in special projects and performs other duties as assigned.
- Support the handling of multiple projects simultaneously, while maintaining sharp attention to detail in day to day role.
- Attend trainings to stay updated on subscription, account, sales process/policy changes.
Job Requirements:
- Communication Skills: Must have strong professional conversational and written etiquette when interacting with customers and internal stakeholders. Be able to communicate clearly and explain concepts in simple terms to help work through problems and accurately describe solutions or instructions.
- Problem solving: Able to use critical and creative thinking to identify and resolve issues related to accounts and subscriptions.
- A passion for client relationship management and the ability to build a strong internal network within Bloomberg Industry Group is crucial to be successful in this role.
- Experience in a related customer facing role and the ability to develop strong relationships with key internal and external stakeholders.
- Good negotiation skills and ability to handle customer objections.
- Self-starter with the ability to take a proactive approach in their role.
- Proactive, positive and persistent customer service.
- Ability to work a flexible schedule within Bloomberg Industry Group hours of operations.
Education and Experience:
- College degree preferred with coursework in business, marketing, sales, or related field or equivalent experience required.
- Minimum 1 year of experience in a related client facing role, or a combination of related academic as well as business experience that is equivalent.
- Ability to cultivate strong relationships with internal and external stakeholders.
Bloomberg Industry Group IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity. Bloomberg Industry Group has adopted an Affirmative Action Program to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, marital or familial status, pregnancy, childbirth, or related medical issues, genetic information, disabled veteran, veteran, a veteran of the Vietnam Era, or any other classification protected by law.
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Bloomberg Industry Group
Jan 03, 2025