Territory Support Specialist - South Florida

Tamarac, FL

National Background Check, Inc. DBA FastFingerprints

Job Description

Territory Support Specialist

Position Summary  

Founded in 1999, National Background Check, Inc, a 100% woman owned organization, has a strong foundation.  In 2023, we are looking to build on that!  Are you a detail oriented, driven and energetic candidate?  Can you help support service providers for one of the nation's best pre-employment screening businesses in a manner that will help us achieve our goals while meeting some of your own as well?  With new sites under development, additional products, services and locations being added and a team that truly enjoys working together, now is the perfect time to join us.  We offer autonomy, mastery and purpose.      

The Territory Support Specialist will be responsible for devising effective territory sales and marketing strategies in effort to grow the primary business of National Background Check, Inc and its’ subsidiaries.  Specifically, the Territory Support Specialist will be responsible for identifying potential ISPs (Independent Service Providers), opening new ISPs, training and handling any/all issues with ISP’s, receiving and making calls to all ISP’s, communicating with technical support to help all ISPs, and sales and customer service support for NBCI. The Territory Support Specialist will establish business relationships with all ISPs to help the ISP service businesses with new/existing clients – both in person, by phone and electronically via Teams and/or Zoom.  This role will also provide support to the Director of Operations.

Position Status: Exempt

Supervision Received:  Reports to the Director of Operations, NBCI

Supervision Exercised:  None                                                               

Essential Functions, Duties and Responsibilities:

Customer Service/Communications/Sales

  • Answer phones promptly and professionally, and maintain a helpful demeanor with ISP’s, internal, and external clients.
  • Communicate ISP ideas to Director of Operations in a bi-monthly meeting
  • Respond to and accurately resolve ISP complaints and issues.
  • Assist in continuous ISP training and contribute to the overall success of FastFingerprints by communicating effectively with management to ensure that company initiatives are followed.
  • Practice and reinforce superior customer service skills in customer/ISP interactions on the telephone and in person.
  • Correspond as needed with management to communicate problems, clarify questions and issues about software and hardware.

Processes

  • Devise effective territory sales and marketing strategies
  • Analyze data to find the most efficient sales methods
  • Discover sales opportunities through consumer research
  • Meet with potential ISPs to present products and services
  • Provide Operations Support Specialists with all necessary agreements and documentation
  • Set up and train new ISPs
  • Support, monitor and measure current ISPs in our network and provide tools, training and feedback as necessary to ensure ISPs are hitting minimum targets as required by our agreement
  • Use “LogMeIn”, or similar products, to help ISP’s solve issues and give guidance on our SafePrintScan software.
  • Ensure all ISPs understand and get the most up to date information and materials.
  • Assist Operations Support Specialists on ISP’s policies and procedure materials.
  • Stay up to date on filing of ISP’s forms/paperwork/ phone calls.
  • Retrieve calls from voicemail system daily.  Ensure that all calls are returned to ISP daily.
  • Assist with researching ISP’s accounting issues.
  • Accurately input and maintain customer data in Sharp Spring when required
  • Ensure daily, weekly and monthly work processes and reporting are done accurately and timely.
  • Work with Sales to identify and add both Direct Bill, Drug Screening and Web Results customers
  • Ensure all ISP contracts are signed, updated and submitted to operations as necessary

Teamwork 

  • Positively promote all goals and objectives of management within the office.
  • Continually seek to improve the daily processes and functions of an ISP.
  • Maintain a positive attitude and work environment, so as to lead by example.
  • Contribute to the overall success of the office by fostering a positive teamwork environment.
  • Develop ideas and present to management.
  • Continually seek to help FastFingerprints by offering assistance wherever necessary.

Minimum Qualifications: 

  • Must be self disciplined, have excellent communication skills and a strong work ethic
  • Must be a self starter
  • Must be able to work in a fast-paced environment

Desired Experience: 

  • Customer support experience preferred
  • Two or more years in customer service industry preferred
  • Strong computer, telephone and communication skills
  • Bilingual (English and Spanish) preferred

Education: 

High School Diploma required

Bachelor’s degree preferred

 

Other Information:

Candidates must be able to pass a pre-employment drug screen and a fingerprint-based criminal background check.