Summary

The Customer Service Representative (Salesforce/CRM) position has the responsibility for assisting with new vendor set-up, vendor training, vendor related questions/support, vendor onboarding, vendor related projects, creating vendor training documents or hosting vendor webinars, and integration project management. The candidate will work as a subject matter expert supporting the Vendor Account Management team with the set-up and support, as requested. The candidate will collaborate with the Vendor Account Management team to improve and or streamline processes and procedures in the set up and support of Vendors. We are looking for a self-starter, dynamic, experienced, ambitious and highly engaged professional, responsible to support the Vendor Management Organization.

Primary Responsibilities

Daily prospecting activities, including: Inbound and Outbound phone calls, emails, web-research, data-entry and data management in Salesforce.com
Ensure accurate collection, and entry of prospect/company data in Salesforce.com
Ensure accurate and complete documentations of call activities and details in Salesforce.com
Conduct outbound phone calls and email campaigns to generate awareness on RealPage Spend
Management solutions and events/webcasts/roadshows
Deliver exceptional customer service through phone, chat, and email for internal and external
customers. Provide a positive and supportive experience on all point of interactions
Cultivate relationships with Vendors so they understand, value and champion the usage of OpsTechnology, Vendor Credentialing, and VMP software and services within their organization
Provide consultation and training to Vendors to ensure the success of their system usage
Provide Vendor support from initial activation, and continue through new account and property onboarding
Work with Vendor to ensure that Vendor personnel are adequately trained in a timely fashion
Work with Vendor to ensure they and their support staff understand and value the benefits of using the all RealPage Vendor facing products
Work with other OpsTechnology and RealPage groups to increase revenue and earnings derived from Vendor
Provide support on Ops and VMP functionality as needed
Support of all processes as they relate to the Vendor onboarding, overlap and catalog functions
Failed Notifications – review report for failed emails. Confirm email on file is valid or needs to be update
New client launch campaigns – confirm contact information on file. Including research via internet or phone call to update
Complete regular training and/or certifications on product or market updates, process updates, data management and soft skills
Perform to established key performance metrics, including personal and team goals to contribute to and execute a strategy for Spend Management


Vendor:
Vendor onboarding
Account provisioning
Vendor training
Vendor support
Vendor outreach and follow up via phone and/or email
Outreach and follow up on vendor lead requests
Reports:
Manage data to support reporting, including the creation and maintenance of databases and tools, primarily using OpsTechnology Reporting Tools, Microsoft Access, Excel, SharePoint and SQL
Creation of standard reports, as required by the Vendor Management team
Complete overlap project reporting
Perform offline invoice audits
Produces and maintains standard performance analytical reporting (internal/external)
Preparation for vendor meetings including scheduled calls, business reviews, and special project meetings.
Other:
Assist OpsTechnology support with issue resolution and explanations
Other duties as assigned
Vendor billing research and outreach as needed (can include failed payments, vendor account hold, removing vendor holds, and billing disputes)

Specific Measurements of Performance:
Thorough and accurate reporting deliverables
Attention to detail and assurance of data integrity
Responsiveness to requests; customer service approach
Accomplishment of goals and objectives

Requirements

Minimum of 2 years relevant experience
College degree
Problem solving and critical thinking skills
Experience manipulating data and metrics
Intermediate/Advanced level of proficiency in Microsoft Excel, SQL Querying and Access
Solid communication skills, both written and verbal
Ability to work independently with strong focus on critical deadlines and timely results.
Self-motivated and able to multi-task
Team oriented with good interpersonal skills with the ability to effectively collaborate with co-workers and other internal departments

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