Posted: June 23, 2011

SUMMARY
Responsible for managing, supporting, and sales goal achievement of the Customer Care Service to Sales program.

ESSENTIAL RESPONSIBILITIES & DUTIES

Partners closely with Customer Care leadership to drive results in the Service to Sales program, achieving monthly established connect goals.
¿ Responsible for ensuring the local Customer Care organization achieves committed business goals (PSU and ancillary product targets).
Serves as program advocate and champion, driving the program with Customer Care leaders, representatives, vendors, and supporting partner functions.
Serves as supporting liaison between Customer Care leadership and Sales, Marketing, and related functions in support of the program.
¿ Understands service-minded value-based selling model with a sensitivity of an environment of serving, solving & selling, not top-down sales with an understanding of Customer Care call flows, training & performance models.
Identifies problems and opportunities, analyzes and conceptualizes improvements, and drives change in support of the program and results.
¿ Develops and deploys communication and related information regarding sales including but not limited to: policies, goals, results, offers and pricing, product knowledge, best practices, job aides, etc.
Serves as voice of Customer Care in Sales strategy discussions & participates in Customer Care leadership meetings to relay key Marketing & Sales initiatives & understand Customer Care environment providing feedback on Service to Sales progress
¿ Presents and delivers presentations, updates, training, etc. to leadership and representatives.
Ensures Care leaders and Reps have key information that is timely, accurate, and effectively delivered. Partners with Care Supervisors to create a motivational atmosphere to drive behaviors.
Monitors/analyzes sales performance and takes accountability for driving improvements in sales & revenue growth, sales productivity, sales quality and optimization of sales processes.
¿ Works with offsite vendors to drive their sales goal attainment.
Mentors and coaches leaders, vendors, and reps on effective value-added sales techniques, huddle strategies, and partners effectively with the Training organization.
¿ Provides coaching to Care Supervisors or co-facilitate rep level coaching sessions with Care Supervisors. Provides feedback to Care leadership.
Utilizes strong leadership skills to drive results and deliver on every target, every initiative, every day.
¿ Maintains current job knowledge through completion of on-going training opportunities, satisfactory skills assessment scores, and attainment of job related certifications, including annual certification renewal/update.
May travel to other locations as needed in support of program results

QUALIFICATIONS REQUIRED
¿
Bachelor¿s degree in related field preferred.
¿ Min. 7 years progressively responsible experience managing and leading sales processes/programs with a proven track record achieving sales targets.
¿ Demonstrated experience effectively working cross-functionally in large business organizations preferred. Demonstrated experience developing and supporting new programs, and working in non-sales cultures/organizations also desirable.
¿ Time may be credited for college coursework in applying experience requirements.
¿
Other: Strong business computer skills including Word, Outlook, PowerPoint, Excel, etc.

KNOWLEDGE, SKILLS AND ABILITIES
Goal oriented, highly communicative with solid leadership skills, embraces employee development and empowerment, flexible and innovative with problem solving and displays control while supervising to meet objectives.
Solid understanding of process excellence and demonstrated ability to direct others in that capacity.
¿ Demonstrated ability to acquire understanding and absorb new information rapidly. Strong technical aptitude.
Demonstrated ability to seek out and seize opportunities and takes initiative with little or no direction.
Demonstrated ability to identify problems and opportunities, analyze processes and conceptualize improvements.
Demonstrated ability to deliver on every target, every initiative, every day.
Demonstrated ability to select, manage, and develop a high performance sales team
that sells across all Cox product lines.
Demonstrated ability to actively and successfully coach each team member based on their strengths and weaknesses and develop them for future positions/assignments.
Demonstrated ability to establish collaborative relationships as a strong team member in a fast-paced environment.
Demonstrated ability to keep others informed and communicate effectively in a clear, concise and specific manner whether one to one or in a group setting.
Demonstrated ability to remove barriers that impede success of achieving company objectives.
Demonstrated ability to serve as an inspirational leader who knows their people and what drives them to succeed and works side by side to make things happen.
Demonstrated ability to plan, organize and schedule in an efficient and productive manner focusing on key priorities while effectively managing multiple priorities.
Demonstrated ability to write clear, precise and well organized emails and reports.
Strong computer skills including Windows based applications (Word, Outlook, PowerPoint, Excel) and related software.
Demonstrated ability to thrive working both independently and collaboratively, fast self-learner, highly adaptable, influential and functionally credible.
Proficient in general business analytics and problem solving, particularly in sales, call center, finance, etc.
Demonstrated ability to communicate in a clear, concise and specific manner in both one to one and group settings. Strong verbal, written, and presentation-oriented communication skills.
Demonstrated ability to work seamlessly, credibly, and influentially across business disciplines, including Care, Sales, Marketing, Finance, HR, Corporate, etc.
Demonstrated strong `client services¿ customer focus, successfully supporting and managing multiple clients with a broad range of needs and priorities.

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