Salesforce Expert and Customer Support Team Lead

Are you looking to play a critical role in improving people's lives? Do you want to join a company that is positively changing the drug testing of tomorrow? Why FFL? At Forensic Fluids Laboratories Inc., we provide fast, accurate drug testing results using the best technology available, done by professionally trained team members and backed by expert testimony. Position Overview This position is responsible for Administrating & Training for Salesforce and leading the customer support department to ensure that the department provides a high level of customer support to all customers. Essential Responsibilities 1. Lead the Customer Support (CSR) department and train the Sales Support department. Set performance expectations and provide coaching necessary for team members to achieve those expectations. 2. Develop/review procedures and training materials for the department; train Sales, Sales Support, and others how to use Salesforce CRM. 3. Respond to customer concerns from particularly difficult customers and to those that have not been resolved by other members of the department, in a timely fashion (within 24 hours). 4. Support the department by answering phone calls and email questions from customers regarding drug testing results, specimen processing, and the drug testing process. 5. Must have expertise in Salesforce. 6. Ensure Customer Support maintains all customer profiles in Salesforce. 7. Enter new customers into LIMS system. Create LIMS profile and then maintain that profile to include changes in contact information, completion of training certifications, and other relevant information. 8. Use LIMS system to look up test results, enter customer orders, and train others to do the same. 9. Initiate incident reports when data entry or processing errors are discovered and provide the original copy of the report to the department involved and a copy to the Laboratory Director. 10. Have CSR sign up smaller house accounts and refer larger accounts to the appropriate sales representative. 11. Find a way to "archive" customers in Salesforce. 12. Promote new or additional services to new or established customers. 13. Always maintain HIPAA confidentiality. 14. Must be able to maintain standardized customer call metrics. 15. Train others on and regulate the FFL phone system. Company and Team Responsibilities We expect our employees to promote exceptional customer service and team work. We require a responsive, committed individual with the ability to answer telephone inquiries in a professional manner, assist with specimen processing, filling customer orders, stocking inventory and maintaining a clean work environment. Initiative should be demonstrated every day to ensure the organization runs efficiently and projects are completed within budget, based on required specifications and on schedule.

NOTE:

Time spent on team responsibilities will be dependent on workload for Essential Responsibilities. Knowledge, Skills, and Qualifications Bachelor's Degree and ten (10) years or more of Salesforce use and administration. Customer support/Sales support experience and/or training. Previous administrative experience in a Sales and/or laboratory environment is preferred. Other required skills include the ability to work independently, manage time effectively, and exercise good judgment and initiative. Must have excellent interpersonal and organizational skills, and the ability to proactively solve problems, plan and coordinate projects, multitask and prioritize, and accurately proofread materials and communications. Knowledge of Microsoft Office software is desired. Physical Requirements Forensic Fluids Laboratories, as a drug testing laboratory, is a drug-free workplace. The ability to sit, stand, walk, stoop frequently, and perform repetitive motion is required. Essential job functions require the ability to focus for prolonged periods of time. Incumbent must wear protective clothing and safety equipment as appropriate. Frequently required to lift 20-40 pounds. Is FFL the place for you? We would love to have you apply !

Pay:

$80,000.00 - $120,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance Application Question(s): This position is onsite in Kalamazoo, MI. Are you able to reliably commute daily or relocate to the area if offered the position?

Education:

Bachelor's (Required)

Experience:

Salesforce administration: 10 years (Required) Customer support: 10 years (Required)

Laboratory :

4 years (Preferred) Healthcare sales: 4 years (Preferred)

Leadership:

4 years (Required)

Language:

English (Required)

Work Location:

In person