Achievement of Sales goals and Contact Center metrics
Contributes to team achievement of service metrics and all Contact Center goals
Manages 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 SLA
Actively calls out to assigned customers to inquire about additional Sales opportunities
Probes for add on/solution selling opportunities during customer engagement conversations
Recognizes and routes proactive sales opportunities to management when applicable and/or enters opportunity details into the tools provided
Follow up on product backorders and order management
Configures components to identify or clarify basic to complex customer solutions
Completes 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 leads
Advises and recommend on product options, add-ons and solutions best suited for customer and their end users
Maintains and applies product/vendor knowledge applicable to fulfill customer requests and capitalize on add-on solution selling opportunities
Maintain 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 partnership
Provide price and availability information within defined guidelines
Submits, tracks, and escalates quotes/orders from customers
Resolves and/or routes credit related issues
Effectively 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 accuracy
Processing 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 assessments
Completes 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 Management
Performs 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
