POSITION PURPOSE AND SUMMARY
Responsible for inside sales, lead qualification and scoring, and personalized account management services to large strategic accounts as assigned by Senior Director, Account Services Group.
MAJOR / KEY JOB DUTIES
OTHER DUTIES
Sales Activities and Reporting:
o Conduct ESA sales pitches over the phone to prospective customers, as assigned by Senior Director of Account Services
o Receive inquiries from 800# and Website Directed to Sales; book business directly or refer to Sales Rep or Property Management as appropriate
o Collect leads surfaced throughout the organization, qualify and score the leads based on defined preset parameters, and assign the lead to an appropriate sales rep
o Follow up on leads when appropriate, acting as the sales rep for the business
o Review and understand the metrics and data included in a variety of reports, such as STAR Report, daily ops report, hotel lists, in-house guest lists, and arrivals reports to ensure maximization of revenue
o Use the CRM software platform as primary resource for documenting sales and lead generation activities
o Assist Sales, Marketing, Operations, and Revenue Management in performing additional projects, as needed
Customer Service Activities:
o Provide additional personalized services to an assigned set of the organization's significant regional and multi-regional accounts, such as account and billing setup, booking over the phone, and management of customer service issues
o Provide feedback to Senior Director, Account Services Group and sales reps on any systemic, recurring or other problems that may threaten the loyalty of their owned accounts
o Work cooperatively with various departments within ESA corporate structure, with the hotel management and field sales to resolve problems, capture bookings, add value to the relationship with assigned clients