Sales Support Specialist

Job Description:

Company Description

A Place for Mom is the leading online resource connecting families searching for senior care with a team of expert advisors providing insight-driven, personalized solutions. As the nation’s largest senior care advisory service, A Place for Mom helps hundreds of thousands of families every year navigate the complexities of finding the right senior care solution for their loved ones across home care, independent living, memory care, assisted living, and more. Established in 2000 as a family business, A Place for Mom employees are deeply committed to the company mission to enable caregivers to make the best senior care decisions. A Place for Mom fosters, cultivates, and preserves a culture of diversity, equity, and inclusion.

Our employees live the company values every day:

• Mission Over Me: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.
• Do Hard Things: We are energized by solving challenging problems and see it as an opportunity to grow.
• Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team.
• Win The Right Way: We see organizational integrity as the foundation for how we operate.
• Embrace Change: We innovate and constantly evolve.

Job Description

A Place for Mom is seeking a Sales Support Specialist to triage and resolve issues across a large team of sales representatives and managers.  This role is critical in helping our sales team achieve their targets by creating and sharing resources, optimizing CRM configuration, and resolving issues; ultimately giving capacity back to sales staff. 

Who you are: You are a problem solver with a passion for constant improvement.  Must possess a strong customer service orientation, great attention to detail, and ability to collaborate well with others. 

What you will do:

• Triage and respond to support tickets submitted by sales team members and managers
• Communicate regular status updates to sales and operations leadership, including aggregating data to determine trends
• Work cross functionally to identify root causes, escalate and resolve issues
• Continuously seek to understand the Senior Living Advisor role by shadowing, listening to calls, and understanding day-to-day workflows to ensure support solutions are well rounded and driving business outcomes
• Own results for improving advisor workflows and addressing pain points.  Monitor metrics such as issue resolution time and take accountability for driving improvements
• Serve as an expert in A Place for Mom’s Customer Relationship Management (CRM) tools and work with technology teams to trouble shoot issues and adjust configurations accordingly
• Support the Sales Enablement team in development of collateral (job aids, etc.) to address common issues and clarify expectations
• Help with ad hoc third-party tool configuration and support, acting as a liaison between A Place for Mom sales staff and vendor support teams

Qualifications

• 2-3 years of experience in a sales support function such as: sales enablement, training, operations, or workforce management
• Resides in the Mountain or Pacific time zone
• Ability to operate in a fast-paced environment
• Prior experience with ticketing systems (such as Zendesk) preferred
• Prior experience working in a call center environment preferred
• Excellent organization and time management skills
• Experience using Excel and other word processing tools to manipulate data and communicate information

Additional Information

Home Office Requirements:

• This position requires you to have a designated home office space, allowing for privacy during working hours, as well as a high-speed internet connection.   
• It is expected that you will manage a daily schedule that is free from distractions and interruptions. Taking care of children or audible pets is not permissible during work hours.
• You will be provided with a laptop fully loaded with Microsoft Office, Outlook, Five9, access to our CRM system and VPN so that you may connect to our intranet.

 Compensation:

• The position is a hourly, non-exempt position.                                  
• Compensation
  • Base Salary: $70,000 - $75,000 ($33.65 - $36.06/hr)
• Benefits:
  • 401(k) plus match
  • Dental insurance
  • Health insurance
  • Vision Insurance
  • Paid Time Off

Additional Information

All your information will be kept confidential according to EEO guidelines.

A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

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