IQRM Representative - WORK FROM HOME

Company Description

RM Factory was born from the knowledge that every customer relationship begins at the first point of contact.

In fact, we’ve been building ‘customer experiences’ well before the phrase customer experiences (CX) became part of the marketing and sales lexicon.

We know that data driven strategies are everything, and flawless execution is everything else and the design, integration and management of all those contact points are where brand perceptions are formed and the war on market-share and customer loyalty is ultimately won….or lost.

We opened RM Factory to provide clients with world class expertise in a more nimble environment. RMF services ensures clients are aligning all marketing, sales and operations resources to deliver the best possible customer experience that drives long term value for your customers and improves your bottom line.

Job Description

100% REMOTE POSITION - WORK FROM ANYWHERE IN THE USA!

Please Note: This is a work from home position that requires the applicant to have the scheduling flexibility to workdays, nights, and weekend shifts, as necessary.

Join the IQRM team, the Contact Center division of RM Factory. RM Factory is an innovative, future-focused marketing communications firm whose vision is to deliver unique - data driven insights that power our clients marketing communications efforts.

We are evolving at a rapid pace and the clients we serve are challenged from every direction, which means we are growing and innovating to help drive their success. Working together, and differentiated by our superior data, analytics, and data-enabled solutions, we empower our clients to make smarter business decisions through data-driven insights. We take initiative, and are fully accountable, build respect and trust, and make transparency a must. We engage and are collaborate with our clients at every turn.

We take pride in our work and believe in cultivating a work environment that supports trust and values our employee feedback and constant engagement. We strive to build an environment where our greatest asset is our employees.

ESSENTIAL/FUNCTIONS/PRIMARY RESPONSIBILITIES

• Execute outbound engagement to prospective and existing clients (inbound leads and outbound prospecting) by telephone, email, etc., to uncover and qualify business opportunities to sell various clients’ products and services.
• Establish business relationships with customers and prospects
• Work closely with customers to better understand and meet their individual needs and requirements.
• Overcoming technical and business objections of prospective customers.
• Working closely with client field sales representatives to set up meetings with prospective clients
• Coordinating conference calls, product demos, introductions, etc.
• Documenting client tasks related to client prospecting, engagement, needs/discovery, and business information into CRM for reporting, tracking, and customer database needs.
• Learn and promote clients’ company products and services.
• Strategize with colleagues, client field sales representatives, and management to improve client discovery and engagement to better improve the customer experience and enhance lead pipeline generation.
• Receive, handle, and terminate calls using company computer and telephonic equipment
• Verbally deliver a scripted message displayed on a computer screen using a telephonic headset.
• Appropriately respond to questions according to client and company directives and expectations.
• Maintain minimum standards of call volume productivity and other project goals, per company expectations and campaign goals or objectives (ratio of order to calls taken, maintaining standard call length, etc.).
• Tactfully handle confrontational or stressful interactions with the public in a highly professional and dignified manner, taking care to represent our client’s brands in the best light possible.
• Be a self-starter and be highly motivated
• Accurately and reliably complete supporting paperwork, as required.
• Participate in ongoing training to maintain a high level of product knowledge and presentation and data collection skills.
• Enthusiastic individual to generate sales either by cold calling or answering requests in a fast-paced environment.
• Responsible for influencing existing or potential customers to buy products or services.
• Must be friendly and persuasive and enjoy the lead development and sales process.
• Must be able to understand the customer’s requirements in a short time and present solutions that meet their needs.
• Regularly and reliably report for and complete entire shifts, as scheduled. Work occasional overtime hours, as are required.

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES

• A High School diploma or equivalent is required; a college degree is preferred
• 2-5 years of customer-facing work experience
• Strong customer service orientation
• Excellent communication skills (written and verbal)
• Effective time management
• Organizational and administrative skills
• Proficient PC skills, including MS Suite
• Excellent reading, typing, communications and interpersonal skills, required.
• Ability to read and speak the English language fluently. (Language specific programs (i.e., Spanish, Asian, French, etc.), will require proficiency in languages being hired for)
• Ability to communicate effectively using telephonic equipment.
• Ability to use a computer and frequently input data while speaking with customers/clients, requiring computer aptitude, and typing skills of 30 words per minute minimum, with a high level of accuracy.
• Sales interest and ability /exceptional presentation skills.
• Excellent customer service skills: ability to handle stress and act tactfully with customers and coworkers.
• Ability to process and implement new information in a timely manner.
• Maintain a professional appearance at all times, as video-based client interaction is often necessary.
• Maintain and upkeep an organized and professional dedicated personal workspace that is confined with a door and away from noise and high traffic areas.
• Willingness and ability to work on various projects/campaigns, which are subject to change, as needed.
• Ability to meet assigned work shifts as needed by the Operations Manager, which are subject to change based on the nature of the project(s) available and the project assigned.
• Willingness and ability to participate and work effectively as a team member with coworkers and all members of management.
• Ability to handle confidential financial and personal information appropriately.
• Frequent judgment, reasoning, patience, and negotiation when interacting with customers, clients, and coworkers.
• Ability to maintain acceptable adherence levels based on inbound call volume/outbound list dialing. Active on telephone system for 90% of scheduled shift.
• Continuous speech and hearing for interactions with customers, clients, and coworkers.
• Ability to read and understand written material and information stored on computers and in hardcopy.

WORKSPACE REQUIREMENTS

• A dedicated workspace with a door that closes and appropriate workspace tools, (i.e., desk, phone, laptop, high speed internet service, clock, etc.)
• RM Factory is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences, and values.
• We offer an empowered work environment that encourages creativity, initiative, and professional growth and provides a competitive pay and benefits package.

Additional Information

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

RM Factory is an Equal Opportunity Employer. RM Factory offers reasonable accommodations to qualified individuals with a disability. RM Factory believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor the organization to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary, to ensure the success of our endeavors.

Come join our fast growing team!