Inbound Lead Generation Associate

Overview

• Engage with web live chat, phone, and email from customers, providing real time assistance ranging from potential sales opportunities to customer inquiries, and assisting in purchases online.
• Determine customer needs and expectations for all inbound sales leads and ecommerce inquiries while making recommendations to maximize the customer's experience
• Actively participate in pre‑sales & post‑sales support which includes answering questions (includes: product selection, usage, and troubleshooting),
• Sets appointments with prospects.
• Demonstrate technical selling skills and product knowledge in all core offerings.
• Use thorough knowledge around key Konica Minolta hardware and services to identify solutions to customer needs. When necessary, educate customers about terminology, features and benefits of eCommerce products.
• Work with internal resources to resolve any complex customer requests
• Assist customers with completing sales outside of the eCommerce platform as needed, including using the CRM system and setting appointments.
• Document product issues and provide customer feedback to help identify trends that may affect the customer experience
• Perform data entry to support management team reporting.
• Manage time effectively, meeting personal and company goals, and working effectively with other members of the inside sales team.

• Computer literate with the ability to learn customer service software applications. Must have strong typing skills.
• Strong interpersonal, verbal, written communication, and listening skills
• Ability to have dynamic, non‑scripted chat/phone conversations with client
• Strong attention to detail and accuracy
• Strong organizational skills
• Knowledge of consumer electronics products, administrative procedures, customer service principles and practices
• Positive, adaptable, outgoing solution‑finder who is able to multitask
• Communicate well and are comfortable talking to customers on the phone

• Key Performance Indicators:
• Daily Minimum Interactions (60)
• Conversion rate of inbound communications to Appointments
• Total appointments booked
• Response time in chat
• Conversion Rates
• How many converted to sold customers
• How many converted to scheduled appointments (Direct and Dealer)
• How many converted to Lead follow ups
• Client satisfaction ratings/ Net promoter ratings
• Inbound Web/ Social Media Lead Conversion and Distribution rates
• Increased pipeline revenue resulting from the inbound sales channel
• Prefer some customer‑facing work experience (i.e. retail, food service, sales)
• Ability to work 8‑hour shifts between 8am‑8pm ET

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.

Solutions d'affaires Konica Minolta (Canada) Ltee. est un employeur d'opportunite egale.