Careers
MD Personal Injury Tools
Business Development Manager, Customer Experience
Business Development Manager, Customer Experience
Location: Salt Lake City, UT
We are seeking an individual with a passion for sales and customer service to join Healthcare PI Customer Experience team. The Business Development Manager is responsible for managing all aspects of inside and B to B sales department and lead generation process. Major duties include: providing management communications to the Customer Service department; training & coaching Authorized Agents; monitoring & reporting on sales metrics; and managing the sales administration process.
Most importantly, the Customer Experience Sales Manager ensures accountability, transparency and empowerment so that each customer comes away from any interaction feeling like an individual valued by Prosper.
Responsibilities
- Build a consultative phone sales operation anchored in measurable goals and individual accountability
- Establish lead management strategies geared toward maximizing listings / call, listing $ / hr called and supporting overall platform conversion improvements
- Monitor employee productivity and align incentive programs to drive KPIs
- Coordinate operations / Workforce Management (WFM) /Telephony / Training / Quality Assurance (QA) to support Marketing, Business Development and other internal stakeholders for project launches
- Evaluate and improve inside sales and outside sales administration process
- Supervise sales locations in accordance with company policies and procedures
- Provide coaching for Operations Managers, Team Manager and training for new agents
- Teach call handling, active listening, and sales skills. Work with agents in individual and group settings, with a particular eye towards developing leaders
- Schedule and lead sales department staff meetings, workshops, and functions
- Report to senior management on sales metrics, opportunities, and threats
- Ensure accurate and complete information is captured in customer relationship management (CRM) system and drive optimized reporting
- Administration: Entrepreneurial mindset willing to challenge operations / procedures / methodology to drive continuous improvement in the customer experience and key metrics
- Communication style geared toward clear, candid and timely feedback across the organization.
- Flexible availability and ability to travel to internal / partner / BPO locations depending upon business needs
Requirements
- At least 2-5 years as a Customer Service Manager / Sales / Trainer - combination of Retail and Financial Services preferred
- Demonstrated sales leader in a call center environment. Proven track record of educating, motivating, and developing a customer service staff on the basic fundamentals (script writing, objection resolution and closing techniques) of selling over the phone and B to B sales
- Demonstrated ability to manage teams across multiple locations and different dynamics, both Inbound and Outbound
- Project Management Experience – Developing business requirements, managing timelines and testing
- Strong work ethic – leading teams by example (minimal days missed, weekend hours)
- Ability to work in a self-directed, fast-paced entrepreneurial environment
- Influential communicator who can garner support at all management levels, cross-functionally, frequently in the absence of direct reporting relationships
- Analytic and strategic thinking a must
- Familiarity with Reg Z, Reg B, TCPA, TCF / UDAAP, CFPB and other regulatory guidelines
- Highly organized and detail oriented
- Flexible and able to work in a dynamic environment with frequent changing/competing priorities
- Fluent in Microsoft Office applications – Word, Excel & PowerPoint
Company Overview
Headquartered in Salt Lake City, UT Healthcare PI is the first Peer-to-Business lending marketplace. We’re changing the world of banking, one peer-to-business loan at a time. Peer-to-business lending is still a nascent industry.