Customer Relations Manager

Full-time - Entry Level

Triadelphia, WV

About the position

The Customer Relationship Manager (CRM) is responsible for building and maintaining strong relationships with clients, managing customer accounts, and handling customer inquiries or issues via phone calls. The role focuses on improving customer satisfaction, retention, and overall loyalty through proactive communication and personalized service.

Responsibilities

• Initiate outbound calls to existing or potential customers to foster relationships, follow up on services, or introduce new products.
• Handle inbound calls to address customer inquiries, provide information, and resolve concerns.
• Understand customer needs and recommend suitable products or services to meet those needs.
• Follow up on customer feedback, ensuring their satisfaction and addressing any issues promptly.
• Build and maintain long-term relationships with clients by delivering personalized customer service.
• Act as the primary point of contact for clients, offering tailored solutions to ensure high satisfaction levels.
• Track customer interactions and document them in CRM systems to maintain detailed records and communication history.
• Address customer complaints or issues in a timely and professional manner, offering solutions that meet customer expectations.
• Collaborate with internal teams (sales, technical support, etc.) to resolve complex issues when necessary.
• Identify opportunities to upsell or cross-sell products and services to existing customers during calls.
• Meet or exceed monthly sales or service targets set by the company.
• Maintain accurate logs of customer interactions, sales, and feedback to provide insights into customer trends.
• Provide feedback on customer sentiment, potential market opportunities, and areas for service improvement.
• Monitor customer satisfaction and retention, identifying at-risk customers and developing strategies to improve loyalty.
• Work on customer retention campaigns or strategies, ensuring customers remain satisfied with the services offered.

Requirements

• Excellent verbal communication skills, with the ability to converse clearly and confidently with customers.
• Ability to address customer complaints and offer effective solutions.
• Experience in sales or upselling is often beneficial.
• Familiarity with customer relationship management software to track interactions and manage customer data.
• Strong focus on customer satisfaction, with the ability to build long-term, positive relationships.
• Ability to handle multiple tasks, calls, and priorities efficiently.
• Works well with other teams (sales, support, etc.) to address customer needs.
• Previous experience in customer service, sales, or a related field is preferred.
• Experience handling high volumes of calls and managing customer accounts effectively.
• High school diploma or equivalent required; a degree in business, marketing, or a related field may be preferred.