Customer Experience Representative

Primary Responsibilities and Essential Functions of the Position:

  • Retain existing lab customers and prospect for new business revenue
  • Inside Sales Initiatives (90%), Live Customer visits (10%)
  • Answer phone in a timely manner while displaying appropriate phone etiquette
  • Process outgoing calls utilizing provided reports
  • Make outbound follow-up calls to existing customers via telephone and e-mail, cross-sell and up-sell
  • Build solid relationships with Clinicians and staff members in customer offices as well as relationships with local lab General Manager, Field Sales Representatives, and NDX Marketing team.
  • Promptly relay issues and concerns to appropriate department or General Manager.
  • Be courteous and treat external customers as well as internal customers with respect
  • Organize work area for highest function and efficiency.
  • Limited external visits to customer locations.
  • Professionally represent the laboratory at seminars, trade shows, study clubs as requested, including tracking relative results
  • Develop marketing and sales strategies with laboratory leadership
  • All other duties as assigned
  • Emphasize product/service features and benefits, and quote prices
  • Appropriately communicate brand identity

Skills and Abilities Required:

  • Ability to multi-task in a fast-paced, time-sensitive environment
  • Ability to quickly learn new software to include account management systems
  • Ability to make decisions and receive feedback
  • Ability to prioritize work assignments and effectively manage time
  • Excellent listening skills to assess concerns and needs of the customer
  • Excellent organizational skills
  • Professional and courteous telephone skills
  • Excellent verbal and written skills to communicate effectively
  • Ability to build and maintain lasting relationships with customers
  • Strong problem identification and objection resolution skills
  • Self-motivated, with high energy and an engaging level of enthusiasm
  • Must be able to read, write, speak and understand English
  • Excel Spreadsheet knowledge
  • Computer skills i.e. Outlook, Excel, MS Word, etc.

Minimum Education and Experience Required:

  • High school diploma or GED equivalent
  • Bachelor’s Degree preferred
  • Preferred: Minimum one to two (1-2) years sales, customer service and/or telephonic sales experience
  • Valid driver’s license; maintain an acceptable driving record

Hazardous Materials or equipment Used:

  • Computer
  • Phone System
  • All office equipment

Physical Requirements:

  • Ability to sit, walk, and stand for long periods of time
  • Occasional bending, stooping and kneeling
  • Push, pull, lift, and/or carry up to 25 pounds

Qualifications

Experience

Preferred

2 years sales

Licenses & Certifications

Required

Valid Driver License