Customer Service Representative at Management Concepts

Management Concepts is currently looking to hire a Customer Service Representative who will work remotely. Applicants with the requisite experience and qualifications are encouraged to apply.

Management Concepts is the nation’s premier provider of career development, performance improvement, and human capital solutions for the public sector. Since 1973, we have collaborated with and supported Federal Government agencies and state and local governments to empower individuals, teams, and organizations to grow and achieve their personal and organizational missions with our high-impact training and transformative consulting solutions.

Position: Customer Service Representative

Salary: $20 per hour

 Job Type: Full Time

Location: Remote (Virginia, USA)

About the Role

Management Concepts is currently seeking an experienced Customer Service Sales Representative to work in our Open Enrollment Sales Department. They are seeking a motivated inside sales professional passionate about providing outstanding customer service and consistently achieving sales targets in a fast-paced, high transactional environment. 

This is an exciting opportunity to become part of a supportive and caring team dedicated to working together to provide outstanding service and to exceed sales and lead targets by up selling/cross selling customers to meet their needs.

This position is responsible for answering phone, chat and email activities regarding customer service, sales, billing and technical support inquiries from Federal Government and Commercial Organization customers for Management Concept training. The goal is to increase customer satisfaction, customer retention, lead generation and sales for various products and lines of business.

Main Duties

  • Handle incoming phone calls, chats and email inquiries regarding customer service, sales, billing and technical support from students, training coordinators, decision makers and payers from federal government agencies and commercial organizations
  • Effectively navigate and document activities in systems (CRM, Outlook, Contact Center) and follow policies, processes
  • Follow best practice templates and talk tracks for calls, chats, and emails:
  • Provide outstanding service
  • Upsell/cross sell customers to maximize sales and leads
  • Lead generation for Account Managers and Business Development Managers
  • Responsible for achieving quota
  • Meet all Key Performance Indicators (KPIs – daily/monthly/yearly)
  • Ensure that the Management Concepts core values and reputation is effectively reflected in every interaction with customers and staff
  • Develop full understanding of product and service offerings and marketing campaigns
  • Other duties as assigned by Open Enrollment Management

Qualifications and Requirements

  • Successful candidates must be positive, motivated and have a desire to be a part of a growing team, which is energetic, talented, and competitive
  • Excellent interpersonal, communication (listening, verbal, and written communication), problem solving skills
  • Coachable and receptive to continuous development and mentoring
  • Passionate about delivering outstanding customer service to increase customer satisfaction and customer retention
  • Sustains a high level of activity and thrives in an environment where competitiveness, accountability and individual contribution is key
  • Experience working in a fast-paced environment handling phone, chat, and email activities
  • Demonstrated ability to achieve sales, lead targets, and KPIs
  • Experience following best practice sales techniques to sell, upsell/cross sell to obtain new customers and repeat customers
  • Excellent computer skills working in a CRM, Microsoft Outlook & Teams, a contact center system and navigating a website
  • Lead generation experience is preferred
  • 1-2 years of relevant business experience
  • Bachelor’s Degree preferred

Required Documents

  1. CV/Resume
  2. Cover Letter

Application Process

Interested and qualified individuals should kindly CLICK HERE to learn more about the role and to apply

Application Deadline


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