Lead Routing Specialist

The Lead Routing Specialist will oversee the lead distribution system and maintain the lead routing rules. This position will work to resolve complex lead routing cases that are reported and will assist with updates or modifications to our lead routing system as well as the creation of reports detailing metrics on lead distribution and statistics.

Responsibilities:

• Identify and manage reported lead routing issues
• Monitor and complete daily recurring cleanup tasks to resolve duplicate records
• Use independent discretion to identify proper resolution for complex issues, including escalating such issues to the appropriate personnel
• Coordinate with the Sales Admin team on the creation and maintenance of case escalation processes and procedures
• Gather feedback from Sales Admin regarding escalated cases to determine the best approach for resolution
• Establish and maintain reports detailing metrics for both lead distribution and marketing statistics.
• Assist with and execute updates or modifications to the lead routing system
• Analyze reported lead routing issues to recommend changes to improve efficiency and accuracy
• Manage development of test scripts and complete testing for changes made to lead routing system
• Administer HubSpot user access permissions and database management
• Maintain and develop Salesforce reports
• Perform Salesforce record quality control to ensure accurate and efficient lead assignment
• Manage internal user records in Salesforce to ensure accurate lead routing
• Coordinate with the Business Process Management team to develop training for any needed changes to case escalation procedures or other leading routing processes

Requirements:

• BA/BS in information technology or equivalent working experience
• Minimum 3 years of experience analyzing lead routing and workflows
• Minimum 1 years experience with development lead routing processes
• Minimum 1 years experience with marketing automation systems
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Problem solving
• Strong verbal and written communications
• Excellent time management and organization skills
• Proficiency with a CRM, such as Salesforce
• Experience with Hubspot or equivalent marketing automation system, a plus
• Experience with Excel or Google Sheets performing Basic and Advanced skills
• Strong analytical skills (including mastery of Microsoft Excel) and experience with reporting and data analysis.
• Ability to manage multiple projects at the same time in a fast-paced environment.
• Technically capable, excellent communicator, and a desire to improve processes