Objectives of this Role

• Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency
• Identify and address customer needs with a goal of complete satisfaction
• Provide expert answers to questions about products, pricing, and availability, while presenting the value of our portfolio of products to customers
• Meet customer service department sales targets, generating sales leads when opportunities arise
• Follow company communications guidelines and procedures under minimal supervision
• Recommend improvements to processes for improved company efficiency

Daily and Weekly Responsibilities

• Build expert and dynamic knowledge of company products and services
• Research information using available resources to satisfy customer inquiries
• Build rapport with customers by engaging with them in an inviting, friendly, and professional manner, to deliver exceptional experiences nurture lasting relationships
• Respond quickly, professionally, and accurately to all customer inquiries regarding quotes, orders, status requests, complaints, product returns, and warranties
• Meet daily personal/team qualitative and quantitative targets by recommending and explaining benefits of additional company services, and seizing opportunities to sell products and services whenever possible
• Maintain daily recordings, and log and document issues and resolutions in an electronic database for sales and executive management teams to review

Skills and Qualifications

• High school degree
• Successful experience in a corporate environment
• Strong communication skills, including active listening and clear articulation
• Ability to solve problems and alleviate conflicts or escalate tactifully
• Ability to multitask, manage time, and prioritize
• Able to work individually and as a team

Preferred Qualifications

• College degree
• Sales experience
• Proven experience in a call center environment
• Track record of meeting or exceeding sales quotas (if sales are involved)