GSA Key Accounts Lead

Description

As a Lead Key account representative for the Government Sales Team, you will serve as the first point of contact for customers seeking assistance with municipal or federal services, programs, and acquisitions. You will deliver high-quality support via phone, email, and in-person communication while ensuring compliance with municipal, GSA policies and federal guidelines.

Demonstrates SoundOff Signal's Core Values daily with interactions with internal and external customers.

Respond to Customer Inquiries:

Phone calls

Data Entry in Salesforce

Manage cases in Salesforce

Provide information on Government programs and services such as leads, bids, and

Problem Resolution:

Investigate and resolve customer issues or concerns efficiently.

Escalate complex problems to appropriate departments when necessary.

Process Support Requests:

Assist with order tracking, contract questions, and account access (e.g., GSA Advantage, eBuy).

Help users navigate GSA portals and systems.

Maintain Records:

Log all customer interactions in internal systems for accountability and follow-up in salesforce.

Ensure records are accurate and comply with data retention policies in Salesforce.

Educate and Guide Customers:

Provide guidance on federal procurement processes and eligibility requirements.

Assist with training or instructions for using GSA tools and resources.

Coordinate with Internal Teams:

Work closely with Government sales and contract support teams to resolve customer needs.

Provide feedback to improve internal processes or customer experience.

Ensure Policy Compliance:

Apply GSA regulations and federal acquisition rules to customer interactions.

Maintain confidentiality and security of customer information.

Monitor and Report Issues:

Identify trends or recurring problems and report them to supervisors.

Contribute to continuous improvement efforts in customer service delivery.

Participate in Training and Development:

Attend regular training sessions to stay current on GSA advantage programs and technology.

Stay informed on changes in government-wide policies affecting government sales services.

Manage and update work instructions as needed.

Represent Government Sales Professionally:

Maintain a courteous, respectful, and professional demeanor always.

Uphold the mission and values of the GSA in all interactions.

Able to perform job consistently without excessive absenteeism or tardiness.

Other opportunities for development and success as assigned.

U.S. citizenship required.

High school diploma or equivalent required; bachelor's degree preferred.

1-2 years of experience in customer service, preferably in a government (GSA sales).

Knowledge of federal acquisition or government services is a plus (preferred).

MS Office Suite programs (especially Excel & Word)

Highly developed sense of integrity and commitment to customer satisfaction.

Ability to communicate clearly and professionally, both verbally and in writing.

Able to handle complaints and unpleasant customers.

Strong decision making and analytical abilities.

Strong detail orientation and communication/listening skills.

Willingness to work a flexible schedule and occasional overtime when needed.

Possess a strong work ethic and team player mentality.

Customer Management Software/Salesforce

Familiarity with federal procurement systems (SAM.gov, GSA Advantage, etc.) is a plus.

Potential travel minimum 1x per year.

Excellent written and verbal communication skills.

Excellent customer service and interpersonal skills. Must be able to positively handle conflict and customer issues.

Excellent organizational and problem-solving skills.

Excellent telephone etiquette.

Detail-oriented and thorough.

Able to follow and understand work instructions.

Ability to successfully multi-task.

Strong attention to detail and thorough typing and data-entry skills.

Mostly office environment, occasional light manufacturing environment

Fast-paced, team-oriented environment

Low noise level in a temperature-controlled setting

Some level of domestic and/or international travel may be required

May work remotely

Mostly normal business hours with occasional need to flex hours