Department: Operations
Reports To: Operations / Site Manager (Las Vegas) (Future alignment: "Small Group" Team Leader)
Position Overview
The Sales Support Representative (SSR) plays a vital role in our sales organization by ensuring a smooth, efficient experience for our customers. In this position, you will provide comprehensive support throughout the entire sales journey. Serving as the linchpin for resolving onboarding and sales-related issues quickly and efficiently, you will directly impact customer satisfaction, data accuracy, and overall team productivity.
Key ResponsibilitiesOrder Management & Administration
- Queue Management: Monitor the Order Group's mailbox and phone queue to input and track orders from customers or Account Executives (AEs), ensuring timely and accurate processing.
- Order Validation & QA: Rigorously review and quality-assure all orders submitted by sales representatives before final submission. This includes:
- Verifying that the correct account is attached to the order.
- Confirming all required product information has been fully provided.
- Ensuring the customer address is accurate and verified.
- Proactive Information Gathering: Reach out directly to customers via phone when necessary to clarify details or gather missing information required to complete their orders.
- Platform Onboarding: Assist the sales team by seamlessly onboarding new customers onto the Nexus platform, acting as a critical point of contact for process adherence and timely setup.
- Administrative Support: Handle all administrative tasks associated with the sales pipeline, ensuring that all data is disseminated appropriately, completely, and accurately.
- Data Integrity: Maintain detailed records of sales activities and customer interactions to contribute to continuous process improvement and knowledge retention.
As-Needed Operational Support
- May be asked to provide hands-on assistance with deployment and warehouse activities as needed to support order fulfillment, equipment staging, or site inventory management.
Customer Intake & Relations
- Inbound Discovery: Answer incoming calls from potential clients, conduct interviews following a provided call script, and document responses accurately via email to leadership and within the CRM.
- Client Liaison: Provide exceptional customer service, acting as a collaborative liaison between the sales team and customers to address inquiries promptly.
- Cross-Functional Collaboration: Partner with various internal departments to ensure customer needs are met effectively and efficiently.
Team Engagement
- Professional Development: Participate in regular meetings and training sessions to align with team goals, strategic objectives, and changing industry standards.
- Agility: Complete other duties as assigned to support the evolving needs of the sales and operations department.
QualificationsExperience & Education
- Background: Proven experience in a sales support, customer service, or administrative role (experience in a similar industry is preferred).
- Quality Assurance: Proven attention to detail for order review before processing.
- Physical & Operational Capability: Willingness and capability to assist with light warehouse duties and equipment deployment tasks when operational needs demand it.
- Education: High school diploma required
Skills & Competencies
- Tech Savviness: Proficiency with CRM software and the Microsoft Office Suite, with a strong focus on Excel and Outlook for email and calendar management.
- Organization: Strong organizational skills with a proven ability to manage multiple tasks simultaneously while maintaining strict attention to detail.
- Communication: Excellent verbal and written communication skills, with the ability to interact professionally with both internal team members and external customers.
- Core Mindset: A strong understanding that client satisfaction is the top priority; ability to maintain a professional demeanor at all times.
- Adaptability: Demonstrated ability to work both independently and collaboratively in a fast-paced, dynamic environment.
What We Offer
- A dynamic and supportive team environment where your contributions are highly valued.
- The opportunity to be part of a leading company at the forefront of payment technology.
- Clear pathways for professional growth and career development.
- A competitive salary and comprehensive benefits package.
Benefits
- Health & Wellness: Comprehensive Medical, Dental, Vision, and Mental Health coverage.
- Time Off:
- 10 days of Vacation Leave (accrual-based)
- 6 days of Sick Leave (accrual-based)
Pay: $18.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Language:
- English (Required)
- Spanish (Preferred)
Location:
- Las Vegas, NV 89118 (Required)
Ability to Commute:
- Las Vegas, NV 89118 (Required)
Work Location: In person
