Telemarketing, Lead Generation, and Customer Service Specialist

Telemarketing, Lead Generation, and Customer Service Specialist
Modern Shelving, a trendsetter in the home, office and retail display industry, is celebrated for its cutting-edge and stylish shelving solutions, meticulously crafted to satisfy the unique requirements of both individual and corporate clients. As we strive for growth and seek to widen our market footprint, we are enthusiastic about welcoming an adept Telemarketing, Lead Generation, and Customer Service Specialist to our vibrant team. This multifaceted role is crucial not only for driving our client base expansion but also for ensuring a comprehensive, top-tier service experience throughout the customer journey.

Position Overview:
The Telemarketing, Lead Generation, and Customer Service Specialist at Modern Shelving will play a dual role. Firstly, as a driving force in generating new business opportunities by proactively reaching out to potential clients, nurturing leads, and guiding them through the initial stages of the purchasing process. Secondly, as a supportive pillar, addressing post-purchase inquiries, including installation guidance and delivery details, ensuring a smooth and satisfactory customer experience. You will utilize tools such as Gorgias for seamless communication and Zoom for virtual consultations, delivering a cohesive and engaging interaction with both potential and existing clients.

Your work schedule will be Monday to Friday, from 8 a.m. to 4 p.m. PST. This timeframe is dedicated to engaging with new leads, responding to various inquiries, and effectively communicating the unique value of our shelving solutions, thereby ensuring a seamless transition from initial interest to confirmed sale and beyond.

Key Responsibilities:
Proactively reach out to potential clients through cold calling, email campaigns, and social media outreach to generate new leads and opportunities.
Conduct initial needs analysis for prospects and existing customers, qualifying leads based on their potential interest and addressing any post-purchase inquiries including installation guidance and delivery updates.
Schedule and conduct virtual consultations via Zoom, introducing prospects to Modern Shelving’s product range and assisting current customers with any service-related concerns.
Provide comprehensive information and answer questions regarding product specifications, pricing, installation processes, and delivery timelines.
Utilize Gorgias to manage, track, and follow up on leads, as well as to address and resolve customer service inquiries, ensuring an organized approach to both lead and customer relationship management.
Maintain meticulous records of all interactions, lead statuses, and customer service cases in Pipeline CRM.
Foster positive relationships with both potential and current clients, ensuring a tailored and holistic experience with Modern Shelving.
Collaborate with the sales, design, and production teams to ensure a smooth transition from lead generation to sales conversion and to address any post-purchase customer feedback or concerns.
Participate in ongoing training and development sessions to continuously enhance product knowledge, telemarketing skills, and customer service proficiency.

Minimum Skills & Qualifications:
Technical Skills:
Proficient in using Zoom or similar video conferencing tools for virtual consultations and customer support.
Skilled in utilizing Gorgias, Pipeline CRM, or capable of quickly mastering these platforms for effective lead and customer service management.

Communication Skills:
Exceptional verbal and written communication skills.
Strong persuasive abilities, coupled with a talent for clearly conveying product value and benefits, as well as addressing customer service inquiries in a reassuring and efficient manner.

Business Acumen:
Solid understanding of telemarketing strategies, lead generation techniques, and customer service best practices.
Competence in managing and nurturing leads through the sales funnel and addressing post-purchase customer inquiries effectively.

Interpersonal Skills:
Excellent listening skills with the ability to understand and address both client needs and service-related concerns.
Capacity to establish and nurture strong relationships with potential and current clients, ensuring a holistic and positive experience with Modern Shelving.

Habits for Success:
Commitment to delivering exceptional pre-purchase and post-purchase experiences to clients.
Organizational skills and the ability to manage multiple leads and customer service cases simultaneously.
A proactive mindset, consistently seeking ways to improve lead generation processes and customer service quality.

Preferred Qualifications:
Prior experience in telemarketing, sales, customer service, or a similar role, preferably in a product-based industry.
Knowledge of modern shelving solutions and the ability to communicate their advantages effectively, along with providing thorough installation guidance and delivery support.

Location:
Remote. A stable internet connection and a suitable environment for conducting virtual consultations and customer support are required.

Requirements:
2+ years of experience in telemarketing, sales, or customer service in a related field.
Strong communication and interpersonal skills.
Proficient in using digital tools for communication, lead management, and customer service.
Ability to work independently and as part of a team in a fast-paced environment.
A positive, customer-focused approach, with an emphasis on providing comprehensive support and guidance throughout the customer journey.

If you possess a talent for engaging with people, a drive for nurturing business growth, and a passion for delivering comprehensive customer service, we invite you to apply for this multifaceted role at Modern Shelving. Embark on this journey with us and play a pivotal part in revolutionizing the modern shelving industry!

Next Step: If you respond and are qualified, expect to message via WhatsApp to confirm the time for the interview. Plan to hire/start immediately.