• Manage a high volume of incoming leads and convert them into sales opportunities • Communicate with potential customers via cold calling, email, and online chat to understand their needs and recommend suitable products • Utilize a consultative selling approach to educate customers on the benefits and features of our products and services • Track and manage leads, pipeline, and sales activities using NetSuite CRM software • Nurture relationships with existing and previous customers to generate repeat business and upsell opportunities • Ensure customer satisfaction through ongoing communication and relationship management; resolve any issues that may arise post-sale • Maintain detailed reports of sales activities including calls, orders, sales, lost business, and any customer or vendor relationship problems • Provide periodic territory sales forecasts • Collaborate with the sales team to develop and implement effective sales strategies and achieve sales targets • Provide exceptional customer service and support throughout the sales process • Perform other duties as assigned

• Guide and advise users across multiple channels, providing personalized and effective solutions. • Quickly identify issues and guide users toward timely resolutions. • Maintain detailed records of all customer interactions and follow-up actions taken. • Collaborate with other departments across the organization to deliver solutions. • Continuously identify opportunities to improve customer support processes and provide feedback to management.

• Answer inbound calls from both internal and external customers • Serve as a liaison between the department and those customers being served • Assist customers, while troubleshooting minor technology or system issues and escalate unresolved issues within established timelines • Utilize the Help Desk Ticket process to respond to and resolve inquiries submitted by internal and external customers • Respond to inquiries and provide assistance to customer requests • Properly document requests and provide responses in compliance with internal policies and state and federal law and escalated concerns or issues • Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrate respect for others • Perform related duties as assigned. (These essential functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job related duties as required.)

• Supervise, evaluate, and develop customer service staff in support of customer satisfaction goals for all publics • Monitor work of unit personnel ensuring standards are met for assigned business functions/channels of service • Develop, maintain, and monitor unit standards, processes, and procedures to ensure efficient, accurate processing • Assure effective communications are maintained within the Unit and externally • Be alert to customer trends and potential problems, escalate issues as appropriate • Assist in the development of unit budget, monitor expenses to ensure costs are within established levels • Coordinate with other units/departments to facilitate special requests and resolve workflow issues