Job Description

A Place for Mom is seeking a Sales Support Specialist to triage and resolve issues across a large team of sales representatives and managers. This role is critical in helping our sales team achieve their targets by creating and sharing resources, optimizing CRM configuration, and resolving issues; ultimately giving capacity back to sales staff.

Who you are: You are a problem solver with a passion for constant improvement. Must possess a strong customer service orientation, great attention to detail, and ability to collaborate well with others.

What you will do:

• Triage and respond to support tickets submitted by sales team members and managers
• Communicate regular status updates to sales and operations leadership, including aggregating data to determine trends
• Work cross functionally to identify root causes, escalate and resolve issues
• Continuously seek to understand the Senior Living Advisor role by shadowing, listening to calls, and understanding day-to-day workflows to ensure support solutions are well rounded and driving business outcomes
• Own results for improving advisor workflows and addressing pain points. Monitor metrics such as issue resolution time and take accountability for driving improvements
• Serve as an expert in A Place for Mom’s Customer Relationship Management (CRM) tools and work with technology teams to trouble shoot issues and adjust configurations accordingly
• Support the Sales Enablement team in development of collateral (job aids, etc.) to address common issues and clarify expectations
• Help with ad hoc third-party tool configuration and support, acting as a liaison between A Place for Mom sales staff and vendor support teams

Qualifications

• 2-3 years of experience in a sales support function such as: sales enablement, training, operations, or workforce management
• Ability to operate in a fast-paced environment
• Prior experience with ticketing systems (such as Zendesk) preferred
• Prior experience working in a call center environment preferred
• Excellent organization and time management skills
• Experience using Excel and other word processing tools to manipulate data and communicate information

Additional Information

Home Office Requirements:

• This position requires you to have a designated home office space, allowing for privacy during working hours, as well as a high speed internet connection.
• It is expected that you will manage a daily schedule that is free from distractions and interruptions. Taking care of children or audible pets is not permissible during work hours.
• You will be provided with a laptop fully loaded with Microsoft Office, Outlook, Five9, access to our CRM system and VPN so that you may connect to our intranet.

Compensation:

• The position is a hourly, non-exempt position.
• Compensation
  • Base Salary: $70,000 - $75,000 ($33.65 - $36.06/hr)
• Benefits:
  • 401(k) plus match
  • Dental insurance
  • Health insurance
  • Vision Insurance
  • Paid Time Off

Additional Information

All your information will be kept confidential according to EEO guidelines.

A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .

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