MarketSource Job - 43226947 | CareerArc
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Company: MarketSource
Location: Alpharetta, GA
Career Level: Associate
Industries: Advertising, Media


MarketSource, Inc. is a premier provider of integrated sales & marketing solutions to Fortune 500 companies. We offer a dynamic entrepreneurial environment that fosters creativity and provides unlimited opportunities for personal and professional growth.
Job Summary:
The Support Team Representative is a non-exempt role that will be responsible to meet and exceed client field expectations with overall administrative responsibility for Client Program effectiveness and client/customer satisfaction. This position is responsible for coordination of schedules and staffing resources, driving task completion, ensuring audit compliance and quality assurance as well as providing general support to field team members.  Great communication and organizational skills, the ability to interact effectively via telephone, and a positive “can do” attitude are critical elements for successful Support Team Representatives.
Provide administrative support for customer, account executive, manager, and client related needs in support of program functions. This role is designed to absorb much of the burden of repetitive administrative tasks associated with the Program's sales efforts, affording other key sales focused roles within the program to focus on customer sales engagements.
Essential Functions:

  • Supports district/regional operations and all field staff within the area
  • Establishes relationships with multiple stakeholders, both internal and external
  • Summarizes field data for analysis
  • Utilizes PowerPoint, Excel & Word reports that summarize district/regional field performance
  • Presents  summaries to Field Managers with recommendations based on completed investigations
  • Ensures operational excellence in all areas by partnering with field management
  • Ensures event store coverage meets client and MarketSource targets by partnering with field management
  • Provides Excellent Customer Service
  • Ensures any client and/or customer concerns are solved effectively and promptly
  • Forecasts scheduling needs and ensuring sufficient scheduling to meet client demand
  • Serves as point of contact for field team members in regards to scheduling and other operational elements
  • Drives all MarketSource operational processes in field
  • Executes quality assurance checks to ensure excellent service to client and end user by placing outbound calls for surveys and quality assurance checks
  • Maintains and ensures data integrity in all MarketSource and client systems
  • Manages the process for call report compliance
Additional Functions:
  • Follows all scheduling processes for base and incremental/special events, business and operational processes, and standards
  • Builds relationships with client partners
  • Shares best practices with other team members to drive operational success and client satisfaction
  • Executes outbound calls for the purposes of quality assurance checks and customer/program surveys
  • Generates quotes using quote tools to generate proposals with pricing for AEs
  • Maintains CRM Database by reassigning neglected leads daily
  • Converts all SOLD orders via order management systems
  • Prepares contract documents and other related customer required documentation
  • Trains new hires on how to use CRM, quoting, and order management systems
  • Confirms CRM tool's accuracy for opportunity statuses via regular audits
  • Be available and attentive to efficiently and effectively handle heavy inbound call volume
  • Ensures that 90% of all calls are answered within 7 seconds
  • Records pertinent customer information accurately in CRM database
  • Performs basic call discovery to pre-qualify and determine where to distribute callers/opportunities (internal or external)
  • Be available and attentive to efficiently and effectively handle heavy inbound call volume
  • Effectively routes calls to other entities and departments when the request falls out of the Program's scope of work
  • Other duties as necessary to properly manage all aspects of program operation
Minimum Education and/or Experience:
  • Bachelor's Degree in related field required
  • 1-5 years in customer service experience required
  • Prior experience in support team/call center environment is a plus
Requisite Abilities and/or Skills:
  • Strong verbal and written communication skills
  • Ability to conduct positive, professional conversations via telephone
  • Ability to be self-motivated and able to work independently
  • Intermediate to Advanced Microsoft Office knowledge (Excel, PowerPoint, Outlook) 
  • All staff must maintain integrity and security of computer systems and data
  • Professionally handles access to and protection of privileged information
  • Highly organized, capable of managing multiple tasks with strong organization skills
  • Must be a proficient typist
Additional Job Requirements:
  • Physical ability to perform tasks that may require prolonged bending, stooping, reaching, twisting, lifting, pushing,
  • Performs additional job duties as assigned
  • Ability to lift up to 20 pounds independently
MarketSource is an Equal Opportunity Employer
 MarketSource is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:
  • Medical, dental & vision
  • 401(k)/Roth
  • Insurance (Basic/Supplemental Life & AD&D)
  • Short and long-term disability
  • Health & Dependent Care Spending Accounts (HSA & DCFSA)
  • Transportation benefits
  • Employee Assistance Program
  • Time Off/Leave (PTO, Vacation or Sick Leave)

San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 877-883-4575.

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