Customer Service Representative/Administrative Assistant

Do your friends and co-workers refer to you as a people person? Have friends or people told you or suggested you go into sales? Do you enjoy working with people? Do you enjoy helping people solve problems by offering advice and consultation? Are you looking for a job that offers constant learning, skills growth and a career path? If so we are looking for employees just like you in the ever-changing Sign Industry. 

As a FASTSIGNS Customer Service Representative, you will be the initial contact with current customers as well as prospective customers in our FASTSIGNS Center. You will work with customers in numerous ways such as email, telephone, in-person and at their place of business. You will be working to build long-lasting relationships by turning prospects into customers and then into long term clients. 

The sign industry is ever changing and dynamic. All you have to do is look all around and you’ll see there are signs of all types everywhere. You will never be bored working in the sign industry as even the smallest of jobs up to very large projects are unique and highly customized. 

FASTSIGNS is the franchise industry leader with over 700 locations in many countries worldwide. We have the most extensive training programs both online and in-person in the industry. Working for FASTSIGNS will allow you to grow your personal and business skills. At FASTSIGNS we pride ourselves on the best customer service in the Sign Industry and to prove it we survey our customers to ensure we constantly improve our service. 

Our ideal candidate for this position is someone who is outgoing, responsive, eager to learn and has the ability to build relationships. Great listening skills, documentation and organization are highly valued in candidates for this position. You will learn to prepare estimates, implement work orders and ensure timely delivery of finished orders. You will be involved in daily team meetings, execute business and marketing plans and be intimately involved in the success of the FASTSIGNS Center. 

We are not just looking for just anyone to fill this position, we are looking for someone that believes they are the best! We don’t consider this position as an entry-level we consider the position a stepping stone for any individual who wants a career path and personal growth in their life. If you think you have what it takes to be successful in this dynamic industry we encourage you to apply. Are you that person?

RESPONSIBILITIES

    1.        Serve as first point of contact for walk-in, email, E-commerce and telephone customers.

    2.        Develop annual sales plan with Franchisee or Center Manager, detailing activities to follow during the fiscal year. 

    3.        Demonstrate the ability to carry on a business conversation with customers and decision makers. 

    4.        Consultative sell and make recommendations to prospects and clients using various products and Brand Standards. 

    5.        Identify sales prospects and contact these using a “drill down” and “share of wallet” concept. 

    6.        Develop and maintain a database of qualified leads through referrals, telephone canvassing, direct mail and email. 

    7.        Follow up on new leads and referrals resulting from telephone, marketing and email activity. 

    8.        Develop a complete understanding of pricing and proposal models.

    9.        Complete all paperwork and follow established center procedures from initiation through completion of a project (i.e., Work Order, credit approvals, POS entry, pre-payment collection, artwork approval, delinquent account collection, reporting).

 10.        Prepare estimates and establish/maintain estimate follow-up procedures.

 11.        Communicate with customers on order status and changes the production schedule.

 12.        Execute a variety of marketing functions: In-center database mailings based on targeted POS lists, thank you cards 5-7 days after order is picked up, implement a call-mail-call program, distribute press releases regarding center activities, execute FASTMAIL campaigns, etc.

 13.        Maintain an attractive retail environment (clean, organized and functional).

 14.        Support center Franchisee or center manager as needed with reports, close-out, invoices, and daily, weekly and monthly paperwork. Ensure WIP summary is up to date.

 15.        Prepare status reports, including activity, closings, follow-up, and adherence to goals for weekly sales meetings. Participate in center staff and sales meetings.

 16.        Assist in the implementation of company marketing plans as needed. 

 17.        Perform market research, competitive shops and customer surveys.

 18.        Identify and resolve customer satisfaction issues. 
 19.         Establish and maintain effective team relationships with all support departments.

 20.        Adhere to all company policies, procedures and business ethics codes.

 21.        Contact customers within 3-5 days or order pick-up/delivery to confirm customer satisfaction.

 22.        Participate in and practice the brand mentality of “Everybody Sells”. Constantly be looking for sales opportunities for the center. 

 23.        Serve as a backup for answering the phone if the Franchisee, manager and sales/service employees are busy assisting other customers. Assist at the front counter as needed. 

 24.        Understand the sales process enough to consult with customers to determine project needs and solutions.

 ADDITIONAL RESPONSIBILITIES

    1.        Participate in marketing events such as open house(s) and telemarketing programs. 

    2.        Assist in collection of account receivables.

    3.        Coordinate shipping schedules and delivery of merchandise and services.