Job Details
Description
Essential Job Functions:
Selling and Customer Support Activities Achievement of Sales goals and Contact Center metricsContributes to team achievement of service metrics and all Contact Center goalsManages all calls in a professional, timely and appropriate manner. Answers incoming customer calls, e-mails, or chat requests for information and resolution of issues or sales inputs within the defined SLAActively calls out to assigned customers to inquire about additional Sales opportunitiesProbes for add on/solution selling opportunities during customer engagement conversationsRecognizes and routes proactive sales opportunities to management when applicable and/or enters opportunity details into the tools providedFollow up on product backorders and order managementConfigures components to identify or clarify basic to complex customer solutionsCompletes outbound calls to new/existing customer base and/or e-mail communications to new/existing or prospective customers on company initiatives such as: standard outcall campaigns, event recruitment, or vendor leadsAdvises and recommend on product options, add-ons and solutions best suited for customer and their end usersMaintains and applies product/vendor knowledge applicable to fulfill customer requests and capitalize on add-on solution selling opportunitiesMaintain positive relationship with customers, and consultant, and ensure satisfaction with services, monitor and maintain service level expectations, and perpetuate a best-in-class reputation. Manages relationship with designated contacts (i.e. purchasing agents) in efforts to grow sales and maintain business partnershipProvide price and availability information within defined guidelinesSubmits, tracks, and escalates quotes/orders from customersResolves and/or routes credit related issuesEffectively investigate/escalate and resolve customer complaints and issues
Order Management and Customer Service Activities All transactions performed accurately and meeting departmental SLAs Enters orders into system pursuant to individual order characteristic requirements. Orders may be received via e-mail, chat, telephone, or other relevant sources/channels.Manages orders by auditing orders for completion and accuracyProcessing claims, redo/replacement orders or issuing In-store credit
Training Attends all required trainings and displays appropriate knowledge of materials Attends Contact Center training and achieve a passing mark in the assessmentsCompletes and pass the self-paced trainings and monthly learning checks in timely manner
Miscellaneous Activities Assists the Contact Center Team with administrative duties as assigned.Performs all other duties as designated by ManagementPerforms ongoing maintenance of Customer Profiles for customer base (updating records in Admin Panel, FreshDesk and other tools)
Job Qualifications:
Formal education or training required such as degrees, courses of study, certification Associate's/Bachelor's Degree Minimum of (1) one-year previous sales/customer service experience, preferably in a related industry. Experienced contact center professional, effective telephone, chat, email techniques and customer care
Technical Skills:
Personal computing or keyboarding/data entry Moderate knowledge of Excel required Excellent communication skills; written and verbal required Strong organizational skills also required Basic sales and negotiation skills required
Qualifications
Skills
Required
Customer Service
Intermediate
Organizational
Intermediate
Communication
Advanced
Adaptability
Intermediate
Multitasking
Intermediate
Preferred
Sales
Intermediate
Behaviors
: Motivations
: Education
Experience