ABOUT THE POSITION

This role is a specialized form of customer service in which service and technical skills are used to focus on what is best for the customer. Customer Support Associates serve as the face of the company and are responsible for solving customer issues, documenting each contact for the business and ensuring the customer remains loyal to our brand.

ESSENTIAL FUNCTIONS

• Communicate effectively with customers via phone
• Answer all contacts with a warm and courteous greeting to ensure customer service satisfaction
• Clarify customer requirements; probe for and confirm understanding of requirements or problem and provide first contact resolutions
• Confirm customer understanding of the solution and provide additional customer education as needed to prevent call backs on the same issue
• De-escalate calls by utilizing active listening and positive positioning statements to ensure positive resolution for both the customer and the company
• Provide superior technical support on all branded products and build successful long-term relationships with both internal and external customers
• Save customers that are looking to end their relationship with Agilis
• Look for ways we can increase revenue on accounts by educating customers on new or existing products we offer

BASIC QUALIFICATIONS

• Proficient in Gmail
• Exceptional customer service skills
• Strong technical aptitude and/or background in triaging technical issues
• Ability to learn fast in a non-traditional training environment
• Organized with proficient attention to detail
• Must possess a strong work ethic, with the ability to adapt to changes quickly and think conceptually
• Ability to type well and at a fast pace
• Flexibility on schedules

PREFERRED QUALIFICATIONS

• 1+ years of experience in a call center or support role
• Sales or cross-selling experience
• Salesforce knowledge
• Retention experience

WORK ENVIRONMENT

• Call center environment
• The hours of this position are Monday through Friday from 10am – 7pm and every Saturday from 8am – 5pm (Off days are Sunday and one day during the week.)

COMPENSATION AND BENEFITS

We value hard work and on-the-job excellence and offer competitive compensation and benefits packages.

• Position offers a base salary
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• 17 Flex Days (PTO)
• Equity

ABOUT THE POSITION

Agilis Systems is seeking a Vice President of Operations to oversee key company departments including Fulfillment, Customer Success, and Customer Service. The VP of Operations will be responsible for the smooth and efficient function of these departments, for implementing systems and processes to improve our operations and consistently strive to drive costs from the business. You will manage a high-performing team to develop talent, establish departmental objectives and priorities and set and measure KPIs and metrics. You will work closely with other senior leaders in the business and work to ensure our systems and processes keep pace with our fast growth and dynamic environment.

As a leader in the company, you will need to develop a thorough understanding of our products and services, and the needs of our customers’ and insights on the value they derive from our products. This is a challenging position that requires you to bring expertise in delivering world-class customer service. You should have experience leading key customer success activities including customer onboarding and engagement, and experience developing strategies to mitigate customer churn for a subscription-based business. You will also be responsible to ensure the efficient operation of our Fulfillment team that oversees product shipping and inventory management. A real plus is experience working with internal systems including Salesforce, call center phone systems, workforce management systems, inventory management systems and other operational tools and services. We’re a software and technology company, so a high-degree of comfort or experience in this type of environment is also a plus. The ideal candidate will be able to successfully manage multiple departments, work collaboratively across the organization, lead strategic operations thinking and deliver high quality, cost-effective day-to-day operations for the company.

ESSENTIAL FUNCTIONS

• Provide strategic planning and execution to enhance profitability and efficiency of the company’s operations
• Develop and administer short and long-range plans that optimize the use of personnel, material and financial resources to deliver the highest-levels of service and customer satisfaction
• Create and lead strategies to reduce customer churn
• Oversee product shipping and inventory management (hardware, packaging, accessories, etc.)
• Establish, monitor and work toward departmental KPIs in support of the larger organizational goals
• Achieve a high level of expertise and understanding of our products and the needs of our customers
• Lead, train and develop staff
• Develop productive, collaborative working relationships with leaders across the organization
• Work to identify strategies for automating and streamlining processes and functions

QUALIFICATIONS

• Bachelor’s degree in business or technology
• 5-10 years of related experience in a high-level management position
• Ability to plan supply chain strategies, organize work functions and improves processes
• Strong Operations, customer support and/or fulfillment systems experience
• Experience managing customers and customer success for a subscription-based business highly desired
• Ability to manage multiple projects simultaneously
• Ability to maintain organization and professionalism in a fast-paced, rapidly changing environment
• Self-starter who builds rapport and work with people at all levels, both inside and outside of the company
• Strong technical skills and/or comfort with software and technology concepts
• Excellent organizational, support and management skills
• Experience in a technology or SaaS organization preferred
• Proven experience in leading and developing individuals and teams
• Working knowledge of GPS technology is a plus
• Strong analytical skills
• Experience with inventory management, tracking and reporting
• Enthusiasm, a sense of humor and a focus on supportive collaboration are huge pluses

WORK ENVIRONMENT

• The hours of this position are Monday through Friday from 8:00 AM until 5:00 PM

COMPENSATION & BENEFITS

We value hard work and on-the-job-excellence and offer competitive compensation and benefits packages:

• Position offers a Base Salary plus Bonus
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• 17 Flex Days (PTO)
• Stock Options

ABOUT THE POSITION

Agilis Systems is searching for a talented Senior Software Engineer to join our Internal Products Engineering team. This is an exciting opportunity for someone who wants to be a part of a thriving organization. As a senior software engineer on the Internal Products Engineering team, you will be responsible for designing and building the applications that power corporate operations at Agilis and ensuring that they scale to meet the needs of our rapid growth.

ESSENTIAL FUNCTIONS

• Write full-stack, custom applications to support and enhance internal processes
• Optimize workflows for sales, customer support, and fulfillment to reduce errors and drive cost savings
• Integrate with various third-party and external applications
• Maintain and update applications post-release to ensure continued success
• Write customer-facing web applications for ordering and account management
• Develop tools for deploying applications and monitoring infrastructure
• Enable your co-workers to perform their jobs more efficiently and effectively
• Mentor teammates and participate in design and code reviews

QUALIFICATIONS

• B.S. in Computer Science or equivalent experience
• 5+ years of relevant work experience
• Willingness and enthusiasm to learn new skills and techniques
• Ability to work independently on standalone projects or as part of a small team
• Strong Java experience required (experience with other languages is a major plus as evidence of a strong development background)
• SQL experience is required
• Web development experience with HTML and JavaScript is required
• Hibernate and Spring experience is required
• Experience with Scrum or other Agile methodologies is highly preferred
• Linux experience is highly preferred

WORK ENVIRONMENT

• Monday through Friday

COMPENSATION & BENEFITS

• 17 PTO Days
• Competitive Salary
• Medical, Dental, Vision, Life, and 401(k) benefits are offered

ABOUT THE POSITION

We are currently looking for a Sales Development Representative (SDR) to grow the qualified pipeline of new opportunities for our Account Executive and Enterprise Sales Teams. The ideal candidate should be a motivated self-starter that is ready to start or continue a successful career in Sales. This candidate should have a track record of successful, credible lead follow-up and sales development experience at multiple executive levels of small to large organizations.

ESSENTIAL FUNCTIONS - RESPONSIBILITIES

• Prospect, educate and qualify inbound marketing generated leads to create sales-ready opportunities
• Utilize a consistent contact attempt process via phone, email and other mediums to follow-up, nurture and qualify leads
• Make 70-90+ calls per day to build/manage a lead pipeline and convert qualified sales opportunities into booked appointments for Account Executive and Enterprise sales teams.
• Stay informed of the industry and technologies to ensure you are a trusted resource to prospects and customers
• Follow the established Agilis Systems pre-sales process and consistently use Salesforce.com to document prospect interaction, ensuring efficient lead management
• Develop and maintain daily plans to maximize phone time, including pre-call planning, adhering to metrics and customizing scripts to market segments and prospect type

QUALIFICATIONS

• Entry level to 1 year of sales or professional experience required
• College degree preferred but not required
• Must possess a positive, entrepreneurial mindset and an eagerness to start or continue a successful, long-term career in sales
• Must be self-disciplined, organized, ambitious, energetic and comfortable working in a competitive inside sales team environment
• Exceptional verbal and written communication skills are required
• Familiarity with cloud-based software services (SaaS) is a plus
• Strong ability to adapt quickly to learning new technology
• Exhibits a strong desire to develop and maintain professional relationships externally and internally
• Proficiency with Microsoft Office (Word, Excel, PowerPoint) required
• Proficiency with Salesforce, G-Suite and Google Cloud preferred but not required

WORK ENVIRONMENT

• Fast-paced environment with opportunities for growth and reward
• Culture of promotion from within based on performance
• Company promotes work/life balance to achieve maximum performance professionally and personally

COMPENSATION AND BENEFITS

We value hard work and on-the-job-excellence, so we offer competitive compensation and benefits packages:

• Base Salary
• Uncapped Commissions (Paid Monthly) with exponential multiplier increases
• Medical, Dental, Vision, and 401(k) benefits are offered

ABOUT THE POSITION

Agilis Systems is searching for a talented Software Engineer to join our Internal Products Engineering team. This is an exciting opportunity for someone who wants to be a part of a thriving organization. As a software engineer on the Internal Products Engineering team, you will be responsible for building the applications that power corporate operations at Agilis and ensuring that they scale to meet the needs of our rapid growth.

ESSENTIAL FUNCTIONS - RESPONSIBILITIES

• Write full-stack, custom applications to support and enhance internal processes
• Optimize workflows for sales, customer support, and fulfillment to reduce errors and drive cost savings
• Integrate with various third-party and external applications
• Maintain and update applications post-release to ensure continued success
• Write customer-facing web applications for ordering and account management
• Develop tools for deploying applications and monitoring infrastructure
• Enable your co-workers to perform their jobs more efficiently and effectively

QUALIFICATIONS

• B.S. in Computer Science or equivalent experience
• 2-3+ years of relevant work experience
• Willingness and enthusiasm to learn new skills and techniques
• Ability to work independently on standalone projects or as part of a small team
• Strong Java experience required (experience with other languages is a major plus as evidence of a strong development background)
• SQL experience is required
• Web development experience with HTML and JavaScript is required
• Experience with Scrum or other Agile methodologies is highly preferred
• Hibernate and Spring experience is highly preferred
• Linux experience is highly preferred

WORK ENVIRONMENT

• Monday through Friday

COMPENSATION AND BENEFITS

• 17 PTO Days
• Competitive Salary
• Medical, Dental, Vision, Life, and 401(k) benefits are offered

ABOUT THE POSITION

This role is a specialized form of customer service in which service and technical skills are used to focus on what is best for the customer. Customer Experience Associates serve as the face of the company and are responsible for solving customer issues, documenting each contact for the business and ensuring the customer remains loyal to our brand. Associates will be responsible for accurately responding to customer inquiries that occur via inbound telephone calls, chats, emails and/or cases efficiently from our English and Spanish speaking customers.

ESSENTIAL FUNCTIONS - RESPONSIBILITIES

• Communicate effectively with customers via phone
• Answer all contacts with a warm and courteous greeting to ensure customer service satisfaction
• Clarify customer requirements; probe for and confirm understanding of requirements or problem and provide first contact resolutions
• Confirm customer understanding of the solution and provide additional customer education as needed to prevent call backs on the same issue
• De-escalate calls by utilizing active listening and positive positioning statements to ensure positive resolution for both the customer and the company
• Provide superior technical support on all branded products and build successful long-term relationships with both internal and external customers
• Save customers that are looking to end their relationship with Agilis
• Look for ways we can increase revenue on accounts by educating customers on new or existing products we offer

BASIC QUALIFICATIONS

• Proficient in Gmail
• Fluent in both English and Spanish language required
• Excellent written and verbal communication skills (English & Spanish) required
• Exceptional customer service skills
• Strong technical aptitude and/or background in triaging technical issues
• Ability to learn fast in a non-traditional training environment
• Organized with proficient attention to detail
• Must possess a strong work ethic, with the ability to adapt to changes quickly and think conceptually
• Ability to type well and at a fast pace
• Flexibility on schedules

PREFERRED QUALIFICATIONS

• 1+ years of experience in a call center or support role
• Sales or cross-selling experience
• Salesforce knowledge
• Retention experience

WORK ENVIRONMENT

• Call center environment
• The hours of this position are Monday through Friday from 10am – 7pm and every Saturday from 8am – 5pm (Off days are Sunday and one day during the week.)

COMPENSATION AND BENEFITS

We value hard work and on-the-job excellence, so we offer competitive compensation and benefits packages:

• Position offers a Base Salary
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• 17 Flex Days (PTO)
• Equity

ABOUT THE POSITION

The Training Coordinator will work with the Learning and Development team to educate and develop teams across the organization, as well as monitoring customer interactions to establish and maintain high quality service standards. This role will impact all areas to drive customer satisfaction.

ESSENTIAL FUNCTIONS - RESPONSIBILITIES

• Assist with the education process that could include but not limited to; creating training material, facilitating support training sessions, as well as analyzing the results of those sessions. This person will also ensure training is continuously aligned with quality standards within the company
• Building interpersonal training strategies and learning programs customized to the company’s vision
• Identify knowledge gaps by analyzing customer satisfaction and quality results and using this knowledge you will determine best practices for effective knowledge sharing and individual development
• Partner with various teams throughout Agilis to craft training modules, improve the knowledge base and boost overall business development
• Backup for Amazon review and product question responses
• Performs all other related duties as assigned

BASIC QUALIFICATIONS

• Independent Worker
• Proficient in Gmail, Salesforce, PPT, and Excel
• Exceptional written and verbal skills
• Deep understanding of call center terminology
• Strong technical writing skills for development, implementation and maintenance of training materials
• Organized with proficient attention to detail
• Must possess a strong work ethic, with the ability to adapt to changes quickly and think conceptually
• Ability to communicate professionally with all levels of management

PREFERRED QUALIFICATIONS

• 1+ years of experience in a call center or support role
• Previous training or facilitation experience in a classroom setting
• Sales or cross-selling experience
• Retention experience

WORK ENVIRONMENT

• Call center environment
• The hours of this position are Monday through Friday from 7-4 or 8-5 based on training department needs. An occasional Saturday may be required but would not be the norm.

COMPENSATION AND BENEFITS

We value hard work and on-the-job excellence and offer competitive compensation and benefits packages:

• Position offers a base salary
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• 17 Flex Days (PTO)

ABOUT THE POSITION

The Team Leader is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

ESSENTIAL FUNCTIONS - RESPONSIBILITIES

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
• Identify performance related issues, develop an action plan for improvement, and coach to the plan
• Ensure service delivered to our customers meets contractual SLA’s across the organization
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
• Schedule and organize team activities
• Stay current on internal work processes, policies and procedures
• Attend required manager development trainings

QUALIFICATIONS

• Proficient in Word, Excel and Gmail Suite
• High level of written and oral communication skills
• Exceptional customer service skills
• Strong technical aptitude and/or background in triaging technical issues
• Nimble learner
• Organized with proficient attention to detail
• Must possess a strong work ethic, with the ability to adapt to changes quickly and think conceptually
• High level of problem-solving skills
• Flexibility on schedule and hours that will be needed
• 2+ years of supervising a team in a call center environment
• Experience in scheduling and/or workforce management
• Salesforce reporting knowledge

WORK ENVIRONMENT

• Call center environment
• Call center hours are Monday through Friday from 7:00am until 7:00pm & Saturday 8:00am until 5:00pm

COMPENSATION AND BENEFITS

We value hard work and on-the-job excellence and offer competitive compensation and benefits packages:

• Position offers a base salary
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• 17 Flex Days (PTO)

ABOUT THE POSITION

Agilis Systems is searching for a talented Senior JavaScript Engineer to join our External Products Engineering team. This is an exciting opportunity for someone who wants to be a part of a growing team and thriving organization. As a senior JavaScript engineer at Agilis, you will be responsible for developing the customer-facing interfaces that exemplify our company's mission to "Simplify the Complicated."

ESSENTIAL FUNCTIONS - RESPONSIBILITIES

• Develop new user-facing features
• Enhance and refactor existing user interfaces
• Build reusable code and libraries for future use
• Ensure the technical feasibility of UI/UX designs
• Optimize applications for maximum speed and scalability
• Validate user input before submission to backend services
• Collaborate with other team members and stakeholders
• Work with customer support to identify and resolve reported issues
• Understand the full stack implementation, including Java code for backend services
• Mentor teammates and participate in design and code reviews

QUALIFICATIONS

• B.S. in Computer Science or equivalent experience
• 5+ years of relevant work experience
• Willingness and enthusiasm to learn new skills and techniques
• Ability to work independently on standalone projects or as part of a small team
• Strong understanding of JavaScript, its quirks, and workarounds
• Good understanding of web markup, including HTML5 and CSS3
• Good understanding of ExtJS or a modern JavaScript framework such as React or Angular
• Good understanding of asynchronous request handling, partial page updates, and AJAX
• Proficient understanding of cross-browser compatibility issues and workarounds
• Proficient understanding of code versioning tools, specifically Git and SVN
• Good understanding of browser rendering behavior and performance
• Experience with Scrum or other Agile methodologies is highly preferred
• Familiarity with front-end building tools from Sencha is a plus
• Familiarity with Java and backend development is a plus

WORK ENVIRONMENT

• Monday through Friday

COMPENSATION AND BENEFITS

• 17 PTO Days
• Competitive Salary
• Medical, Dental, Vision, Life, and 401(k) benefits are offered

What Do We Expect from this Role?

As the Vice President of Sales you will oversee our entire sales organization. This is a high-performing team, and we are looking for a sales leader who can expand the company’s sales efforts and take them to the next level. You’ll be responsible for driving sales efforts for the company with a focus on improving productivity, promoting industry best practices, driving sales bookings growth, managing processes for appointment setting and pacing, and managing a growing team of inside, external and channel sales reps. You’ll use a data-driven approach to push greater production from our sales efforts and to manage and monitor results. You’ll fit in if you like to get things done, enjoy building fun, hard-working teams, and have an entrepreneurial attitude.

Key responsibilities include:

• Managing efficient and effective sales processes and pacing, training and development of key sales personnel, and analyzing and tracking sales performance.
• Managing a sales team of 30 inside, external and channel sales teams, strategies, and day-to-day efforts.
• Implementing a rigorous sales rep training program that establishes rules of engagement, scripts, communication protocols, closing tools, and best practices.
• Owning the sales funnel from top to bottom – from sales lead to close. Owning all sales conversion metrics and monthly goals.
• Working closely with marketing to maximize the potential of all sales leads. Speed to lead should be second nature.
• Assisting with the development and refinement of the go-to-market strategy. Identifying and implement new sales channels and opportunities.
• Guiding sales team in the use of Salesforce and other tools to create metrics aimed at improving sales and operational performance.
• Managing incentive programs to foster a competitive, fun, and collaborative team environment.
• Establishing, meeting and exceeding sales conversion goals and revenue objectives for each key vertical and partner channel.
• Communicating and championing sales plans and targets, processes, and forecasting/performance metrics across the organization.
• Engaging in key customer negotiations as appropriate, while leveraging managers effectively to achieve desired outcomes.
• Ensuring the highest levels of sales ethics and integrity.

Experience, Qualification, and Skills:

• Minimum of 5-7 years of B2B sales leadership experience managing teams of 20+ with a background in technology, enterprise software, or SaaS sales. SaaS or subscription-based software sales experience preferred.
• Deep experience and knowledge in managing in an inbound sales environment and strategy.
• Experience leading both direct and indirect sales teams, preferably in enterprise (consultative) sales environments.
• A proven track record of exceeding quota expectations and managing teams to the same.
• The leadership qualities of being: (1) a great recruiter (2) a great sales trainer (3) an inspiring & motivating leader, and (4) a player/coach
• MUST HAVE experience running a sales funnel – from MQL to close.
• A self-starter who is confident in an entrepreneurial environment and has a track record of using analytic skills to proactively develop new insights that drive operational strategy and revenue growth.
• Ability to adapt to new systems and manage new initiatives – must be comfortable continuously optimizing go-to-market strategy and tactics.
• Excellent leadership, energy, judgment, communication, interpersonal, management and analytical skills.
• A track record of milestone achievement, operational excellence, and strong cross-functional skills. Recognized as a high achiever who is willing to work broadly to resolve issues in an inclusive way, and significant experience with inside sales process improvement (from opportunity creation through deal completion).
• The ability to deliver predictable outcomes under the pressure of a monthly sales cadence.
• Experience managing key customer relationships, executing major negotiations, and closing major opportunities.
• Ability to develop attainable sales forecasts and manage reporting analytics.
• Ability to motivate, effectively coach and challenge a seasoned and growing sales team and their leadership.
• Exceptional listening and interpersonal skills with a high degree of approachability. Must possess the ability to work seamlessly in a team-oriented environment.
• Excellent communication (written and verbal), with the proven ability to effectively translate complex ideas and tailor key messages to multiple audiences.
• An ability to combine competitiveness with empathy coupled with a high-level of personal and professional integrity.
• Bachelor’s degree required, MBA is preferred.
• A drive to win and succeed. A good sense of humor.

Compensation and Benefits

We value hard work and on-the-job-excellence and offer competitive compensation and benefits packages:

• Position offers a Base Salary plus Bonus
• Medical, Dental, Vision, Life, and 401(k) benefits are offered
• 17 Flex Days (PTO)