Customer Engagement Representative

Orascoptic is seeking a Customer Engagement Representative responsible for qualifying warm leads and booking appointments for outside sales representatives. This hybrid role requires excellent communication and organizational skills to support customer satisfaction and meet sales targets.

Responsibilities

• Qualifies inbound marketing leads and schedules sales appointments
• Utilize the Customer Relationship Management (CRM) system and following standard work
• Maintains open communication with the field sales team to ensure a seamless transition of leads from Marketing to Sales
• Meets individual daily, monthly, and quarterly sales appointment targets
• 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
• Travels up to 10% domestically

Skills

• High school diploma or equivalent required; Bachelor's degree is highly preferred
• Minimum of 1 year of relevant customer service or related experience
• Self-driven and ability 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
• Ability to gather, understand, and interpret information required
• Good analytical and conceptual thinking skills required
• Ability to build and maintain good rapport and handle situations with confidence, tact, and resourcefulness required
• Experience with CRM is preferred; Microsoft Dynamics is a plus

Benefits

• Annual performance bonus
• Medical/dental/vision benefits
• 401K match

Company Overview