ESSENTIAL JOB FUNCTIONS:
- Source sales opportunities through inbound leads and outbound calls with existing customers.
- Manage high volume of inbound and outbound calls in a timely manner.
- Establish connection with customers over the phone; build an environment of trust through responsive service and understanding needs.
- Using consultative and value selling techniques to identify needs, determine eligibility and present best financial solutions that solve customers’ needs.
- Clarify information, research every issue and provide solutions and/or alternatives.
- Follow communication scripts and advertise our products to interested customers in a manner that is professional and honest.
- Research and understand our product lines so you can confidently upsell our customers to compatible products.
- Seize opportunities to upsell products when they arise.
- Listen attentively to customer questions and provide answers that are knowledgeable and insightful to encourage product sale.
- Build sustainable relationships and engage customers by taking the extra mile.
- Obtain complete and accurate customer information and other details as necessary; enter all information in designated database accurately.
- Maintain clear records of all conversations in designated database.
- Maintain confidentiality of all customer PII and Company records.
- Attend assigned trainings to improve knowledge and performance level.
- Meet personal/team qualitative and quantitative targets.
OTHER JOB FUNCTIONS:
- Must be able to work overtime, as needed.
- Must be able to work a flexible schedule.
- Must be able to work weekends, as needed.
MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required.
- High school diploma or equivalent required
- 1-2 years’ experience in a customer support or sales role, preferred
- Ability to perform basic calculations and mathematical figures
- Proven track record of over-achieving quota/goals
- Professional demeanor, excellent phone etiquette and verbal communication skills and strong listening skills
- Detail oriented, ability to multi-task, set priorities and manage time effectively
- Proficient in MS Office Suite
- Familiar with CRM systems and practices
COMPETENCIES:
- Achievement Focus: Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Recognizes and acts on opportunities.
- Communications: Exhibits good listening and comprehension; Expresses ideas and thoughts in written form; Expresses ideas and thoughts verbally; Keeps others adequately informed; Selects and uses appropriate communication methods.
- Consultative Selling: Applies product and market knowledge effectively; Asks questions to discover customer business needs; Builds rapport and establishes trust; Presents solutions that meet customer objectives.
- Customer Service: Displays courtesy and sensitivity; Manages difficult or emotional customer situations; Meets commitments; Responds promptly to customer needs; Solicits customer feedback to improve service.
- Quality: Applies feedback to improve performance; Demonstrates accuracy and thoroughness; Displays commitment to excellence; Monitors own work to ensure quality.
- Sales Skills: Achieves sales goals; Initiates new contacts; Maintains customer satisfaction; Maintains records and promptly submits information; Overcomes objections with persuasion and persistence.
- Teamwork: Contributes to building a positive team spirit; Exhibits objectivity and openness to others' views;
- Written Communication: Edits work for spelling and grammar; Presents numerical data effectively; Writes clearly and informatively.
SUPERVISORY RESPONSIBILITY
None
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to stand, walk, reach and sit for a minimum of 8 hours with or without reasonable accommodation. The employee is required to use hands to finger, handle, or feel objects and/or tools. The employee is required to talk or hear with or without reasonable accommodation and must sometimes lift and move up to 10 pounds.
WORK ENVIRONMENT
While performing the logistics duties of this job, the employee is frequently exposed to moderate noises such as computers, printers, and other light traffic noise in an office setting.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change or be supplemented at any time with or without notice
