Location: Basingstoke
Department: Customer Experience
Reporting to: Head of Customer Experience
The Educations Account Coordinator will be responsible for the education sector of customers within SCG Connected. Their purpose is to support the customer base whilst delivering exceptional customer service, with the goal of becoming the trusted partner for all Communications, Connectivity, and IT needs. They will identify leads and opportunities for growth and work with the Education Specialist team on these.
Objectives
* Frontline of the Customer Experience as the main contact for the assigned accounts.
* To ensure regular contact with assigned base, delivering exceptional customer service and exceeding all expectations from them.
* Dealing with all queries resulting in outbound contact as well as inbound calls from customers and colleagues plus a high volume of emails.
* Make outbound calls to review your account base searching for upsell and cross-sell opportunities focusing on increasing the profitability of the base.
* Renew your account base to ensure that customers are in appropriate contracts for their business to minimise churn.
* Manage a variety of queries from start to completion including billing and service-related matters.
* Full participation in companywide incentives and projects to maximise the value of the accounts including sales and administrative tasks.
Skills Required
* Positive can-do attitude
* Strong customer service skills
* Strong communication skills
* Comprehensive industry knowledge
* Great attention to detail
* IT literate
* Decision-making skills
* Proven problem-solving attitude
* Honesty and integrity
* Ability to prioritise workload
* Tenacious attitude
* Sales intuitive
* Commercially aware
Key Tasks
* Outbound review calls to hit monthly target.
* Finding opportunities for upsell and growth of the accounts to increase profitability.
* Renewing customers – commercials and administration.
* Seeking Trust Pilot reviews.
* Managing phone and email enquiries covering all areas of the account, dealing with these in a timely manner.
* Maintain accurate records on our CRM and utilise the required pipeline and quoting portals.
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