Salesforce Expert & Customer Support Team Leader

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

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.
Develop/review procedures and training materials for the department; train Sales, Sales Support, and others how to use Salesforce CRM.
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).
Support the department by answering phone calls and email questions from customers regarding drug testing results, specimen processing, and the drug testing process.
Must have expertise in Salesforce.
Ensure Customer Support maintains all customer profiles in Salesforce.
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.
Use LIMS system to look up test results, enter customer orders, and train others to do the same.
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.
Have CSR sign up smaller house accounts and refer larger accounts to the appropriate sales representative.
Find a way to “archive” customers in Salesforce.
Promote new or additional services to new or established customers.
Always maintain HIPAA confidentiality.
Must be able to maintain standardized customer call metrics.
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.

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