Inbound Lead Generation Associate

Responsibilities

• 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 e‑commerce inquiries while making recommendations to maximize the customer’s experience.
• Actively participate in pre‑sales & post‑sales support which includes answering questions (product selection, usage, and troubleshooting).
• Set 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 e‑commerce products.
• Work with internal resources to resolve any complex customer requests.
• Assist customers with completing sales outside of the e‑commerce 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 clients.
• Strong attention to detail and accuracy.
• 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
• How many converted to sold customers
• How many converted to scheduled appointments (direct and dealer)
• How many converted to lead follow‑ups
• 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 8 am‑8 pm ET.

• Entry level

• Full‑time

• Sales and Business Development

• Technology, Information and Internet