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Program Support Coordinator

3 months ago

Sarnia, Canada DriverCheck Inc. Full time

**Position**:Program Support Coordinator

**Hours**: Monday to Friday; 8:30am - 5:00pm

**Type**:Full-Time; Fixed-Term until December 31, 2024

**Location**:Remote

**DriverCheck is growing**

We currently require a Dynamic, Smart and Results oriented individual for our **Program Support Coordinator** located in **Remotely**. We are looking for the kind of person that strives to ensure clients get the care they need; someone who takes pride in the thoroughness of their work and the strong relationships they develop with their clients and co-workers.

We are a national provider of workplace medical testing and assessments based in Ayr, Ontario. We have Occupational Health Clinics in Kitchener, Sarnia, Mississauga, Calgary, Nisku, Edmonton and Fort McMurray. Dedication to customer satisfaction, fast and accurate turnaround of test results, flexibility, persistence and accountability are of the utmost importance.

As a Program Support Coordinator, your primary responsibility will be to facilitate sales through comprehensive support to our clients, Program Consultants, and Marketing department. You will play a crucial role in managing inbound inquiries, following up with clients, and ensuring effective communication between internal stakeholders. This position offers a valuable opportunity to develop foundational skills in sales while contributing to the overall success of our organization through efficient coordination and customer engagement.

**What we offer**:

- ** FAMILY** focused culture
- Excellent Training Program
- Supportive continuous learning environment
- Competitive Wage
- Competitive Group Benefit plan

**Primary duties and responsibilities**:
Inbound Lead Management:

- Qualify leads based on established criteria and assess their fit for the company's products or services.

Product and Service Knowledge:

- Develop and maintain in-depth knowledge of the company's offerings to provide accurate and relevant information to inbound inquiries.

Customer Consultation:

- Engage in consultative conversations with potential clients to understand their needs and challenges.
- Tailor responses to address specific inquiries and showcase the value proposition.
- Clearly articulate how the company's offerings meet the needs of potential clients.

Sign up Processing:

- Assist customers in signing up making inquiries about the sign up process.
- Work closely with the Customer Support Group to ensure smooth transactions.

Issue Resolution:

- Address prospect concerns and issues promptly, providing satisfactory solutions, as they pertain to the sign up process
- Collaborate with other departments as needed

CRM Management:

- Document all customer interactions and details in the CRM system.
- Keep records up-to-date, ensuring accurate and thorough documentation of inbound inquiries.

Upselling and Cross-Selling:

- Identify opportunities for upselling or cross-selling based on customer needs and preferences.
- Introduce additional products or services that complement the customer's initial inquiry.

Collaboration with Sales Team:

- Communicate effectively with the broader sales team to share insights from inbound interactions.
- Collaborate with colleagues to ensure a consistent and positive customer experience.
- When applicable, pre-qualify large opportunities and drive the warm handoff process with other sales team members

Follow-Up:

- Conduct follow-up calls with prospects as required, to ensure prospect is moving through the sales cycle

Performance Metrics:

- Meet or exceed established performance metrics, such as CRM adherence, conversion rates, and revenue targets

Continuous Improvement:

- Proactively seek feedback and engage in continuous learning to enhance skills in handling inbound inquiries.
- Stay informed about industry trends and updates related to the company's offerings.

Ad Hoc Support:

- 20% of this role will be providing ad hoc support to sales and marketing departments as required.

**What you need to be successful in the role**:
Education & Experience
- Previous experience in a sales or customer service role, especially in a B2B context, is preferred.
- Post-secondary education is preferred.

Knowledge, Skills & Abilities
- Strong customer service mindset with a focus on understanding and meeting the needs of clients.
- Ability to actively listen to customer inquiries, understand their concerns, and respond appropriately.
- Basic understanding of sales principles and the ability to identify opportunities for upselling and cross-selling.
- Thorough knowledge of the company's products or services to provide accurate information and address customer inquiries.
- Strong problem-solving abilities to address customer issues and provide effective solutions.
- Efficient time management skills to handle multiple inbound inquiries and prioritize tasks effectively.
- Ability to adapt to different customer personalities, inquiries, and challenges.
- Collaboration skills to work effectively