Customer Engagement Representative

Job Description

The Customer Engagement Representative is responsible for qualifying warm leads through Marketing and booking appointments for the outside sales representatives. This is a hybrid position (4 days per week on-site in Madison) and will require someone with great time management, customer service, and organization skills. The ideal person will have great phone communication skills as well.

• Qualifies inbound marketing leads and schedules sales appointments.
• Utilize the Customer Relationship Management (CRM) system and following standard work.
• Maintains open communication with the field sales team to ensure a seamless transition of leads from Marketing to Sales.
• Meets individual daily, monthly, and quarterly sales appointment targets.
• Maintains a high level of product knowledge to support a high level of conversion rate from lead to appointment by providing prospective customers with consultations over the phone.
• Effectively collaborates with multiple departments such as Marketing, Sales, Research & Development, and Regulatory Affairs when needed to support customer satisfaction.
• Attends, understands, and actively participates in Daily Management meetings to stay abreast of Key Performance Indicators (KPIs) and top priorities including the status of appointment metrics and conversion rate.
• Participates in continuous improvement activities under the Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
• Attends required department trainings on and offsite when needed.
• Follows company policies and procedures including quality and safety.