What are the responsibilities and job description for the Sales Support Facilitator position at CNA National Warranty Corp?
Position Summary: Support and enhance our agent network service levels delivering exceptional service, and CNAN expertise. Collaborating with the Sales team to drive positive results with our internal and external customers.
Essential Duties and Responsibilities:
Agent
- Efficiently process all dealer and agent onboarding paperwork and ongoing management
- Process product additions, modifications, overrides and commission program adjustments for agents / dealers as needed
- Respond to daily inquiries (answer, direct or research as required). Send information or make suggestions as needed
- Support all sales staff team members with our sales related training activities; ACE, F&I, etc…
- Support agent acquisition and installation activities such as producing proformas and pitch kits as needed
- Provide support (training or customized reports) to agencies related to reporting, account servicing needs, and Agent Scoreboard usage based on department guidelines
- Assist agent network and internal departments with the processing, tracking, and usage of our Third Party fulfillment service, and its shipping of supplies and other marketing support items
- Utilize the CRM system, and support its use as our primary customer support software to track team communication, proposals, and internal action items.
- Coordinate and collaborate with other departments as needed to resolve any sales team or agency issues (outstanding sign up forms, underwriting issues, rate discrepancies, etc.)
Reporting
- Support the RVPs/ADMs with reporting activity including, but not limited to: SBNR, New Dealer Activity, Participation Acct. trends, etc…
- Provide monthly, quarterly, and annual reporting to RVP staff supporting the management and oversight of their respected regions.
- Utilize Agent Scoreboard and internal dashboards for customizable reporting upon request.
Other
- Provide excellent customer service by interacting with internal and external customers in a professional, courteous and ethical manner
- Set-up and maintain a regularly scheduled communication call with assigned RVPs
- Maintain and develop a working knowledge of all our programs, products, and website applications.
- Maintain a working knowledge of all e-commerce and reporting dashboards.
- Prepare and conduct webinars/presentations, when needed, to support RVP and agents.
- Develop and maintain a good understanding of our e-contracting platform to support external inquiries from RVPs, ADMs, and our agency network.
- Support the RVPs/ADMs with the management of their respective regions.
- Assist sales and marketing team in preparation for the annual National Sales Conference. Participate in National Sales Conference when required.
Other Duties and Responsibilities
- Maintain the sales dept. internal listing of phone, fax, addresses, etc. on agents
- Any other duties that can be safely performed as requested by manager
Qualifications:
Education
Bachelor’s degree in business administration or related field, or equivalent work experience desired.
Experience
Two to four years of experience in sales and/or automotive service contract industry in sales-related function desired.
Warranty Administration experience desired
Special Qualifications
- Familiarity with a variety of the field’s concepts, practices and procedures
- Using extensive experience and judgment to plan and accomplish goals
- Excellent customer relations skills
- Must be creative, analytical and be able to multi-task
- Must have excellent communication skills, including presentation skills
- Able to develop a high level of specialized expertise
- Detail oriented - Concern for getting work done thoroughly and correctly
- Able to work autonomously
- Has a high aptitude for work that is analytical or technical in nature
- Must be proficient in Word, Excel and PowerPoint
