WGL- Manager, Sales Operations

$121,500 - $152,000/Yr

Washington Gas Light Company - Springfield, VA

Full-time - Mid Level

Springfield, VA

1,001-5,000 employees

Utilities

About the position

The Sales Support Manager is responsible for overseeing the Sales Support staff, ensuring effective management of new business orders, and enhancing customer satisfaction through improved processes and team development. This role involves developing standards for customer interactions, implementing knowledge management strategies, and collaborating with various departments to streamline the sales process. The manager will also track sales completion barriers and recommend technological improvements to enhance productivity and customer experience.

Responsibilities

• Manages the work of the Sales Support staff, including hiring, evaluating, training, performance management, compensating, motivating, coaching, and developing processes and procedures to ensure the achievement of goals.
• Manages accurate, timely fulfillment of all new business orders; coordinates, monitors, and reports on internal approval and project status; maintains effective customer communications and resolves complex customer requests.
• Develops standards and guidelines for the quantity and quality of customer interaction and measures performance relative to the guidelines, ensuring a low-effort, high-satisfaction customer experience.
• Develops programs and administers activities that provide inbound and outbound sales support for marketing campaigns and key initiatives.
• Works with a wide variety of other units within the Company to ensure that the new business sales process delivers timely, seamless completion of customer jobs that fulfill customer needs.
• Tracks and identifies barriers to sales completion, reports on findings and recommends and implements new/improved technology and approaches to manage sales completion.
• Develops and implements process improvements that help increase productivity and customer satisfaction.
• Develops direct reports to ensure that they have the skills, knowledge and empowerment to manage customer interactions and to solve customer and internal challenges.

Requirements

• Bachelor's Degree preferably in Marketing, Business Administration, Engineering or related field; or equivalent related work experience.
• 7+ Years progressive experience in call center sales, satisfaction and customer-related processes.
• 2-4 Years supervisory or team leadership experience.
• Proven track record building and coaching a successful team.
• Demonstrated ability to conceptualize and analyze multiple scenarios in solving broadly defined or complex business problems.
• Demonstrated ability to effectively communicate complex messages to diverse audiences at all organization levels.
• Proven ability to use computer software and applications, including Microsoft Office, to share, retrieve, research and present business information.
• Demonstrated ability to establish rapport and effective working relationships with business partners, supervisors, subordinates, and peers.

Benefits

• Competitive salary range of $121,500 to $152,000 per year, commensurate with experience, education, and skills.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.