Now Hiring - Madison Communications, Inc. - Sales & Customer Service Manager in Staunton, IL

Full description of the position

General Summary We are searching for a Manager of Sales and Customer Service to join our team! This position plays a critical role within the Madison Communications organization. The ideal candidate has experience in managing a team of sales and service representatives performing inbound and outbound sales, customer service functions and managing daily call service level metrics. Prior experience in fiber broadband, fiber to the home (FTTH) sales and customer service experience in the telecommunications industry is desired. Candidate must have experience in developing and proposing Sales and Customer Service plans and strategies required to address changing industry trends associated with continuous product development to meet competitive geographic and demographic trends within the company's defined service territories. Candidate will be responsible for: * Assure execution of service plans that support specific market segments * Propose and support agreed upon targets for pricing and product development * Monitor, report and execute a successful market penetration strategy for existing service territories and proposed expansions. * Implement and adjust sales forecasts and sales quotas and internal dashboard reports that measure competitive market positions and increase customer retention new sales. Leadership and Management Skills * Experience leading and motivating a sales and customer service team. * Background in recruiting, hiring, and training sales and customer service representatives. * Ability to achieve customer service, sales and operations goals. * Manage daily workflow within the customer service, operations and dispatch. * Ability to assist in sales calls, pricing, new and renewal sales. * Ability to build long-term relationships. * Self-motivated and self-directed * Comfortable in both a leadership and team-player role * Encouraging to team and staff; able to mentor and lead Essential Job Functions * Develop sales plans and quotas to increase sales and growth of company products and services. * Tracks and analyzes sales trends and develops sales strategies for each line of business in accordance with company objectives. * Manages daily activities of sales force by conducting sales meetings to discuss sales goals and strategies. * Develops sales pipelines, forecasts and quotas. * Process improvement experience in developing and implementing procedures and policies to improve quality of service and customer experience. * Works closely with other departments to ensure a cohesive approach to customer service and a unified customer experience in order to achieve organizational goals. * Establishes customer service policies and procedures to standardize operations and ensure consistent quality for department. This includes designing protocols for handling customer inquiries, complaints, and feedback. * Answers employee questions, handles personnel issues and monitors work flow. Develops training programs to increase productivity and morale of sales staff. * Analyzes pricing strategies, sales methods, and sales results. Makes recommendations regarding price adjustments and packaging. * Maintains company's competitive position. * Approves price quotes and sales proposals for sales staff as needed. * Prepares sales reports for review by general manager and/or board of directors. * May meet with key accounts to assist in closing of sales contracts. * Performs all other related duties as assigned by management. Additional Knowledge, Skills and Abilities * Knowledge of telecommunications technology, products and services. * Knowledge of company policies and procedures. * Knowledge of company products and services. * Knowledge of management principles and practices. * Knowledge of marketing practices and principles. * Knowledge of social media marketing. * Skill in creating forecasts and budgets. * Skill analyzing and interpreting data. * Skill in oral and written communication. * Skill in operating various office equipment such as personal computer, various software programs and telephone systems. * Skill in identifying and resolving subscriber problems. * Ability to accurately interpret market trends. * Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner. * Ability to organize and prioritize multiple work assignments. * Ability to pay close attention to detail. * Ability to make sound decisions using information at hand. * Ability to create a team environment and sustain employee morale. Education and Experience Bachelor's degree in business administration or equivalent experience plus two to three years of management experience in Sales or Customer Service. Job Type: Full-time Pay: From $85,000.00 per year Benefits: * 401(k) * Dental insurance * Health insurance * Paid time off * Vision insurance Shift: * Day shift Work Location: In person