Customer Engagement Representative

Essential Duties And Responsibilities

• Qualifies inbound marketing leads and schedules sales appointments.
• Utilizes the Customer Relationship Management (CRM) system and follows standard work.
• Maintains open communication with the field sales team to ensure a seamless transition of leads from Marketing to Sales.
• Maintains a high level of product knowledge to support a high level of conversion rate from lead to appointment by providing prospective customers with consultations over the phone.
• Effectively collaborates with multiple departments such as Marketing, Sales, Research & Development, and Regulatory Affairs when needed to support customer satisfaction.
• Attends, understands, and actively participates in Daily Management meetings to stay abreast of Key Performance Indicators (KPIs) and top priorities including the status of appointment metrics and conversion rate.
• Participates in continuous improvement activities under the Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
• Attends required department trainings on and offsite when needed.
• Follows company policies and procedures including quality and safety.

Job Requirements

• High school diploma or equivalent required; Bachelor’s degree is highly preferred.
• Minimum of 1 year of relevant customer service or related experience.
• Experience with CRM is preferred; Microsoft Dynamics is a plus.
• Self-driven and able to quickly establish a high level of integrity and trust with customers required.
• Strong business acumen including business management fundamentals required.
• Proficient with Microsoft Office including Outlook, Word, and Excel (basic) required.
• Proven success in quickly learning computer systems required.
• Excellent data entry accuracy and strong attention to detail required.
• Effective verbal and written communication skills in English required.
• Proficiency in reading and interpreting documents in English required.
• Proven success in prioritizing assigned work required.
• Able to gather, understand, and interpret information required.
• Good analytical and conceptual thinking skills required.
• Able to build and maintain good rapport and handle situations with confidence, tact, and resourcefulness required.