Project Team New Business Specialist – CCC Level 2 Agent at Fidelity Services Group

Overall Purpose of the role:

• To drive new sales, maintain a healthy customer base as well as ensure all existing clients receive service with regards to Secure Home, Secure Connect, RiskWatch and FindU business. Drive success on other new business opportunities that may arise in future. CRM Superusers. Make Money for the business via continuous projects.
• Achieve the required monthly targets, speaking to at least 40 clients a day. Booking a min of 3 sales appointments/ technical service calls daily. Achieve QA and Attrition and Service Level targets.

Job Requirements & Other Attributes:

• Computer Literate (MS Office, Email, Internet, Quality Assurance)
• PSIRA registered will be an advantage
• Able to work under pressure, Target driven, Self-motivated and Innovative
• Accurate updating of reports
• Understanding FindU, Safe City, Secure Guard, Secure Fire, Secure Home, Secure Connect and RiskWatch and other new FADT products and services
• Action orientated, planning skills required, and Target driven
• Skills should include Motivating others, being customer centric, great time management, problem solving, drive for 100% accuracy, drive for Results and able to embrace change. Work fast and accurate on multiple tasks daily. Adapt easily to change, eager to learn and take on new projects as and when they arise.

Main duties:

• Drive referral campaign ensures 1-hour turnaround time on phoning all referral clients.
• Drive referral campaign and captured all leads in LSN.
• Ensure all LSN referral leads have updated status and outcome as well as no appointment reasons updated daily.
• Drive referral campaign and ensure no contact process always followed with all referrals being phoned 3-4 times in 48 hours.
• Achieve a 50% conversion leads to App Rate on referrals.
• Support all queries sent regarding referrals nationally as and when arise.
• When assisting with SL
• Maintain Service Level at 90% for FY25
• Maintain gross abandonment rate at 3.0%
• When assisting with FindU
• Achieve ask rep to assist referral nothing older than current month
• Handling of Find-U email queue queries
• Deleting Find-U client from Find-U client cancellation report = All a list is sending Mondays to be completed
• Mondays
• Achieve FindU, Web leads and Referral email Q answer time of less than 3 hours
• Working on Open leads = Referral, Facebook, Web, Business partners, lead referrers, POC and MOUs to book appointments or update no appointment reasons.
• Achieve sales budget KPI’s daily, weekly, and monthly.
• Achieve 4th attempt no contact on all open leads nothing older than current month for Web and Social, for referrals and business partners 48 hours.
• Capturing, Handling and courtesy calls to Residential Enquiries from the agency forms received.
• Removing Safe city and Secure fire on clients wanting to opt out.
• Courtesy calls for Secure fire Opting in Fire and project selling.
• Become CRM superusers and train and support other staff in the CCC.
• Maintain lead to appointment at 85% Avg.
• Balance with agency daily to get a monthly min balance of 99%.
• Ensure min 2-hour phone back on all web and social media clients.
• Achieve a Web enquiries appointments conversion rate of 50%.
• Web enquiries: The average "No contact” Web enquiries should be = 5% and less
• Do welcome calls on new acquired clients.
• Assist with all new project role out, POC and MOU period until functioning 100% and until it becomes a full time CCC requirement.
• Assist with adhoc duties as and when in line with business requirement.
• Credit Control Bad debt list phoning Tuesday to Friday.
• ProCompare – phone and book appointments may be a requirement