Address
Form of workOverview
• 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.
Responsibilities
• 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
Qualifications
• Completed High School Diploma or equivalent
• 1-2 years of customer service experience
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
About Us
Konica Minolta's journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients' digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN's MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 America's Best-in-State employers list. The company received Keypoint Intelligence's BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.
EOE Statement
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.
• 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.
Responsibilities
• 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
Qualifications
• Completed High School Diploma or equivalent
• 1-2 years of customer service experience
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
About Us
Konica Minolta's journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients' digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN's MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 America's Best-in-State employers list. The company received Keypoint Intelligence's BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.
EOE Statement
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.
