Summary

Prospects, qualifies, and serves customers in order to increase sales of the University's products and/or services. Serves as the main point-of-contact for high-volume/group sales customers. Resolves customer complaints and assists with monitoring the quality of customer service operations. Utilizes databases to input and monitor data, compiles sales reports and monitors progress toward established sales goals.

Duties and Responsibilities

1. Actively pursues new business for the University and identifies opportunities to acquire new leads, to include making cold calls, attending events, and delivering effective presentations to large and small groups.
2. Establishes and maintains trust and rapport with clients through appropriate coordination of new and existing accounts to ensure repeat business.
3. Serves as the primary point-of-contact for existing customers and coordinates with internal and/or external constituencies to obtain price estimates, generate contracts, book reservations, resolve complaints, or perform other similar duties.
4. Ensures customer satisfaction by analyzing complaints, concerns, and suggestions.
5. Compiles reports regarding sales activities and monitors progress toward established sales goals.
6. Monitors quality and appropriateness of customer service provided and, as required, advises and assists staff, student employees, and/or volunteers in the understanding of policies, systems and procedures.
7. Utilizes databases to track customers, fulfill group orders, manage seat allocations, generate invoices, and/or input other relevant data.
8. Identifies opportunities to enhance programs and offerings; develops and implements initiatives to enhance the University's capacity to meet established sales goals.
9. Assists with the development of sales plans, policies and procedures; assists with efforts to market and promote services, programs, and offerings.
10. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

• Bachelor's degree; at least 2 years of experience directly related to the duties and responsibilities specified.
• Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

• Excellent interpersonal skills, including strong customer service orientation.
• Ability to identify and/or follow up sales leads and referrals.
• Ability to meet and/or exceed established sales targets.
• Knowledge of marketing/sales principles, strategies, and techniques.
• Ability to work under pressure and meet deadlines.
• Ability to use independent judgment to analyze and resolve problems.
• Good time management and organizational skills.
• Ability to deliver effective presentations to large and small audiences.
• Ability to resolve customer complaints and concerns.
• Ability to gather data, compile information, and prepare reports.
• Ability to lead and train staff and/or students.
• Ability to create, compose, and edit written materials.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.

Working Conditions and Physical Effort

• No or very limited physical effort required.
• No or very limited exposure to physical risk.
• Work is normally performed in a typical interior/office work environment.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 02/07/2019