Job Description

Our Customer Support Specialist is a critical part of the Spear Customer Support team. You will promptly and professionally respond to customers' questions/issues while maintaining high customer satisfaction and retention rates. You will be responsible for improving overall usage and adoption of the technology platform and for helping to deliver customers their desired outcomes! 

• Handle questions, comments and complaints regarding Spear products and services in a timely and accurate way, via phone, email or chat 
• Ensure timely and accurate resolution process and display customer centric focus 
• Escalate when needed to appropriate person or department 
• Ensure final resolution (if referred to different person/department) is communicated to customer 
• Follow all processes as it relates to logging customer correspondence into support CRM 
• Support internal and external technical needs to help improve 90 day adoption of critical retention driving Technology Tools for new clients 
• Accurately and quickly help customers or their webmasters troubleshoot embedding of Spear videos/pictures on their website 
• Maintain and update internal and external facing Knowledge databases 
• Create and update internal documentation for team training and knowledge as needed 
• Update and maintain support email templates and canned responses for chat 
• Capture customer feedback and satisfaction and improve performance based on customer feedback 
• Respond or escalate as needed based on customer's response/score 
• Gather customer feedback and share with management 
• Keep key stakeholders updated on any unresolved or escalated issues that arise in client's business 
• Help capture bug/feature issues/requests to be routed to the Product or Technology Teams via a ticketing system

Schedule:

• Must be available on weekends! This position will be Weds-Sunday around the hours of 8:30-5:30pm AZ time

Qualifications

• 5+ years of Customer Service experience delivered at a world class level 
• Help desk experience a plus 
• Strong Technical Proficiency 
• Excellent Verbal and Written Skills 
• Proven ability to adapt to ever changing environments 

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Job Description

The Sales Development Representative is responsible for qualifying prospective clients, transitioning them to client acquisition and acquiring new accounts by calling on leads, to meet monthly sales target. This position will also respond to customer inquiries for information on the company's products and services and help to qualify potential sales prospects through a variety of lead nurturing activities. 

Essential Job Functions: 

• Achieve monthly quota of Qualified Leads (demos, appointments) by initiating calls to prospective clients each day. 
• Report and record all activities in the CRM system and qualify leads for sales development. 
• Accurately record sales and summarize interaction with customers. 
• Process new customer applications and accounts. 
• Target new accounts daily to build sales pipeline. 
• Prepare and qualify targeted prospect accounts/leads by utilizing internal criteria. 
• Send emails and make prospecting calls, to peak interest in learning more about Spear Education products and services. 
• Manage lead, opportunity and development pipeline in the CRM. 

Qualifications

• High school diploma, college degree preferred 
• Ability to exhibit a high level of professionalism and a true desire to speak to prospective clients 
• Strong written, verbal and presentation/communication skills, including to both executive and technical audiences 
• Proficient with the Microsoft Office suite and basic spreadsheets, with strong attention to detail 
• Preferred:  Experience in carrying and attaining a sales quota 

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Job Description

The Sales Consultant is responsible for driving new sales, new member acquisition and improving brand loyalty.  

Role Summary: 

• Effectively manage the customer life-cycle and journey with Spear from initial inquiry to sale and effective transition to customer success 
• Achieve the minimum required non email communications weekly with prospect pipeline 
• Successfully manage personal outreach strategy ensuring all prospects within pipeline are engaged with on a monthly basis. 
• Leverage CRM to effectively manage prospect pipeline through opportunities and set follow up cadence  
• Ensure all new Sales Qualified Lead (SQL) submissions are responded to within 10 minutes or less from initial assignment of rep 
• Utilize published metrics to find efficiencies, measure effectiveness and identify solutions to challenges 
• Achieve 99% accuracy on opportunity creation of all leads from Marketing sources. 
• Achieve average unit price goals. 
• Effectively identify, pursue and show value to existing members. 
• Work with Campus Advisor to strategize specific objectives and approach for both non-existing members and existing members. 
• Ensure client satisfaction with sales process & positive interactions with representative throughout the process 

Please Note: At this time, we are unable to hire candidates residing in the following states: California, Connecticut, Delaware, Hawaii, Illinois, Iowa, Massachusetts, Montana, New Hampshire, New Jersey, New York, Oregon, Rhode Island, South Dakota, Vermont, Virginia, Washington D.C., and West Virginia.

Qualifications

• 3+ years of sales experience in a similar position
• Occasional after hours and weekend availability required
• Strong phone skills are essential (85% of role is phone based) 
• Proficiency in CRM (NetSuite preferred), Excel, Word, and PowerPoint 

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