About this role
Manage incoming internet leads and deliver a positive customer experience across online/live chat/phone. Qualify leads, convert them into office appointments with onsite Sales Representatives, and maintain accurate customer records while generating monthly sales and marketing reports.
Key Responsibilities
- Manage incoming internet leads (website and outsourced companies)
- Ensure positive customer experience online/live chat/phone
- Convert qualified leads into office appointments with onsite Sales Representatives
- Enter and update customer information in a customer management database
- Produce monthly sales and marketing reports and website traffic analysis
Technical Overview
Works with customer management databases and DRH applications to manage lead flow and documentation. Produces recurring reporting (Intertrack, Sales Performance Analysis, Marketing & Sales Cost Efficiency Analysis) and performs website traffic analysis (hits, source) for divisional websites.
Ideal Candidate
The ideal candidate for Online Sales Concierge has 1–3 years of related experience handling internet leads and converting them into appointments. They bring strong written and verbal communication skills, are comfortable working across live chat and phone, and can maintain accurate records in a customer management database while producing monthly sales and marketing reporting.
Must-Have Skills
High school diploma or general education degree (GED)1 to 3 years of related experience and/or trainingSuperb interpersonalwritten and verbal communication skillsAbility to apply common sense understanding to carry out instructions furnished in written oral form or via DRH applicationsProficiency with MS Office and emailAbility to work well within a teamAbility to work overtime
Nice-to-Have Skills
Licensing requirements vary by state
Tools & Platforms
MS OfficeemailDRH applicationsIntertrackcustomer management database
Required Skills
internet leadslead qualificationcustomer management databaselive chatphoneoffice appointmentsmonthly sales and marketing reportsIntertrackSales Performance AnalysisMarketing & Sales Cost Efficiency Analysiswebsite traffic analysistelephoneemailmailmass mailing listsMS OfficeemailDRH applicationscommunitiesproductplans and amenities
Hard Skills
internet leadslead qualificationcustomer management databaseonlinelive chat or by phone customer experiencecustomer outreach via telephoneemailand mailmass mailing listsmonthly sales and marketing reportsIntertrackSales Performance AnalysisMarketing & Sales Cost Efficiency Analysiswebsite traffic analysis (divisional website traffichitssource)MS OfficeemailDRH applicationscommunity knowledge (communitiesproductplans and amenities)appointment setting (convert qualified leads into office appointments)CRM-style data entry and updates
Soft Skills
superb interpersonal communication skillssuperb written communication skillssuperb verbal communication skillsability to work well within a teamattention to detailmanage multiple responsibilitiesstrong organizational and follow-through skillsprofessional and ethical mannerability to work overtime
Keywords for Your Resume
Online Sales Conciergeinternet leadslead qualificationcustomer management databaselive chatphoneoffice appointmentsmonthly sales and marketing reportsIntertrackSales Performance AnalysisMarketing & Sales Cost Efficiency Analysiswebsite trafficdivisional website trafficsourcetelephoneemailmailmass mailing listsMS OfficeDRH applicationscommunitiesproductplans and amenities
Deal Breakers
Must have High school diploma or general education degree (GED), Must have 1 to 3 years of related experience and/or training, Must have proficiency with MS Office and email
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