Customer Service Representative
CAREERS AT REDHAWK NETWORK SECURITY
Customer Service Representative
If you are looking to be challenged and to grow professionally, and you want to be valued and recognized for your contributions, Redhawk is looking for you.
Founded in 2000, Redhawk has over 15 years of experience providing leading-edge cyber security services and is devoted to the highest standards of service and security. Redhawk recognizes our team members are our primary asset and we have built a compensation and benefits package designed to help our employees thrive both personally and professionally. We encourage every client to take ownership of the confidentiality, integrity, and availability of their valued information and operational security.
The Customer Service Representative position at Redhawk encompasses several primary responsibilities. First, this position requires exceptional customer service and communication skills requiring collaboration and communication with multiple departments including but not limited to sales, marketing, engineering, and accounting. This role is dynamic in nature and includes tasks and responsibilities in administrative, sales, and marketing capacities and often times may have short deadlines with a high degree of detail.
The Customer Service Representative works with the Solutions and Operations Manager and other personnel to help keep the sales, solutions and operations departments running smoothly and includes but is not limited providing customer service, quoting and reviewing statements of work, pricing, sending, and tracking maintenance renewals, social media marketing, sales conference preparation, and other duties as assigned.
The successful applicant must be a self-starter with knowledge of Microsoft Office with strong MS Word and Excel proficiency, and preferred experience with QuickBooks, GSuite, and Salesforce CRM.
The applicant should display a positive and proactive attitude, be a highly organized critical thinker with a strong attention to detail. This position requires the ability to maintain confidentiality as sensitive information is often seen in this role. Additionally, this position requires the ability to prioritize and multitask while being an adept communicator, both on paper and over the telephone, as you will frequently deal with higher levels of management both internally and customer facing.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Sales Operations and Marketing (90%)
Customer Service Sales Rep (70%)
Process and track maintenance Renewals
Simple Resell (customer-initiated request) and quoting
Book meetings for customers based on AE availability
Capture customer information (address, phone, etc. for future follow up)
Sets future follow up tasks/opportunities in SFDC
Update Salesforce as required or needed and generating reports
Performs account analysis of existing customers by checking purchase history and suggesting new services or promotions
Regular follow up with existing customers and previous customers (using provided script)
Updates job knowledge by studying new product descriptions, participating in educational opportunities
Coordinates with Outside Account Representatives for opportunities and strategies
Backup lead responder – lead disbursement
Sales Chat responses
Sales Operations (10%)
Quote and solutions analysis and review
Attending and coordinating scoping calls for documentation and solution readiness
Sending and tracking documents in DocuSign
Obtain vendor quotes and ensure accuracy in vendor discounts and margin pricing
Marketing Coordination (5%)
Conference management and tracking
Customer Support Activities (5%)
Portal access set up and instructions backup
Support or renewal questions
Responds to and resolves customer inquiries, complaints, and issues
Project Work (10%)
Setting up new projects
Portal updates as required
Post project customer service surveys
Registration ticket processing
Equipment Tickets processing and tracking
There may be additional duties as assigned to this position.
Maintain a positive work atmosphere by acting and communicating in a professional manner so that the employee gets along with clients, vendors, co-workers, and management. Employees must maintain a positive public image when representing the company in public engagements.
This job has no supervisory responsibilities.
To perform this job successfully, applicant must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Qualified candidates will have the following:
An associative of Arts (AA) degree in business, accounting, or marketing
Proven experience, with a minimum of 2 years of sales operations (quoting, estimating, or sales engineering), administrative operations experience, or customers service sales experience.
Proficient in Microsoft Office
QuickBooks and Salesforce knowledge preferred
Qualified candidate will have the following:
Ability to perform several tasks concurrently with ease and professionalism.
Ability to communicate clearly and concisely, verbally and in writing, in English.
Ability to operate calculator, computer and other general office equipment.
Must have excellent time management and prioritization skills
Must have excellent written and verbal communication skills
Must have excellent interpersonal skills and customer service skills
Must have strong organizational skills with the ability to multitask
Must have strong attention detail and problem-solving skills
Must be a critical thinker and competent with analysis
Must be able to meet and/or exceed deadlines as well as work on short deadlines
A two-year business degree and equivalent experience is preferred.
Experience in Information Technology Industry, working with IT and Sales Engineering teams, or prior work with a VAR preferred
The above primary duties, responsibilities, and position requirements are not all inclusive.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to meet the physical demands of this position including:
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, and mouse.
May require lifting, bending, or moving up to 50lbs.
Individuals who receive job offers will be required to complete pre-employment screening that includes a background check verifying name, residences, education, work experience, and criminal convictions consistent with the Fair Credit Reporting Act.
Redhawk offers a high growth environment with excellent compensation and eligibility for our 401(k), health/dental insurance, and more.
Redhawk Network Security, LLC is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class.
Email your resume to: Careers@redhawksecurity.com