The Wills Group

  • Bi-Lingual Sales and Client Care Representative

    Job Locations US-MD-La Plata | US-MD-Glen Burnie
    Job ID
    2018-1236
    # of Openings
    4
  • Overview

    The Wills Group is an established, privately-held company serving customers across Maryland, D.C., Delaware, and Virginia with the vision, drive, and capacity to serve many more in the near term. Headquartered in La Plata, MD, The Wills Group is the parent company of several retail, convenience, and home comfort business units, including Dash In Food Stores, Splash In Car Washes, SMO Motor Fuels, and SMO Energy. Each one is committed to providing its customers with quality services and a superior experience – every time.

     

    Serving as a center of excellence, The Wills Group has a solid infrastructure built of talented teams to guide and support the successful operation of its business units, including human resources, finance, IT, marketing, and communications.

     

    The Wills Group was founded in 1926, and we are in the process of building the next chapter of our history. From a renewed customer focus to new brand positioning, and from product diversification to expansion into new markets, The Wills Group is evolving who we are and how we operate to pave the way for future success; redefining ourselves for today’s and tomorrow’s customers.

     

    Grounded in rich history since 1926 and strong company values, The Wills Group places its employees at the forefront of all they do, and is equally committed to giving back to the communities where it operates.

     

    You will be an integral part of our family of companies and will play a significant role in taking The Wills Group and its brands to the next level.



    We are currently searching for a Sales and Client Care Representative. The Sales and Client Care Representative  who must be able to effectively and efficiently handle communication with customers and coworkers in a manner so as to maintain or exceed the excellence standards established by customer surveys. This will require strong communication and analytical skills to communicate company services, policies, and procedures to customers and to advocate customer needs inter-departmentally. In addition, incumbent must provide ancillary support to include collection activities, follow-up of non-purchasing customers, and special projects. Incumbent will be cross-trained so as to be able to assist other departmental administrative support functions.

    Accountabilities

    • Promptly responds to new, prospective and existing customer requests for services or assistance using knowledge of policy and procedures and analytical skills.
    • Handles 60-100 inbound and outbound calls from residential customers.
    • Reviews, updates, and creates customer accounts using company guidelines and company specific software. 
    • Makes outbound sales calls to current customers to garner sales meetings, service appointments and customer referrals. 
    • Uses a personal computer to access and make changes to a variety of data bases.
    • Provide prompt responses and resolutions to customer inquiries via live chat.
    • Document all chat and email information based on standard operating procedures.
    • Performs account resolution duties and issues credits in accordance with accepted standards to customers as necessary up to $25 per occurrence.
    • Develops in-depth technical knowledge of company products and services in order to cross sell and upsell customers on services and products offered. 
    • Telemarkets company products and services as required.
    • Solicits and schedules annual tune-ups to ensure operational commitments are fulfilled and technician manpower is effectively utilized.
    • Solicits and schedules equipment sales calls to support and actively contribute to marketing goals.
    • Cross-trains so as to be able to provide administrative support in the areas of operational reports and deposit preparation, bulk inventory management, and contract, extended warranty, and installation billing.
    • Advises management of problems or discrepancies as they arise.
    • Position requires the incumbent to work in a climate controlled office environment using standard office equipment including telephone, calculator, photocopy and personal computer.
    • Position will require some standing, stooping and bending to perform routine daily duties. Lifting requirements are restricted to no more than 20 pounds which may be required to re-arrange office machinery or to lift boxes of files or photocopy/printer paper.

    Required Qualifications

    • High School Diploma required, some college preferred.
    • Reading and mathematical skills are required
    • Two to three years related work experience; should demonstrate ability to be decisive, well organized, and able to communicate clearly and concisely

    • Demonstrated familiarity with basic PC/Windows applications

    Applied Experience

    • Fluent Spanish speaker preferred.

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