Job title: Inbound Sales Associate
Location: UltraLag, Heredia
Education: High School Diploma
Experience: 1+ years of experience in a BPO Sales role
No of Openings: 65+
Summary:
- Maintains direct contact with customers before and/or after the sale, via telephone, email, chat or through other social media platforms.
- Supports sales team by developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially affect service and/or product revenue(s).
- Works with various departments to meet maintenance services sales goals.
- Works with customers and/or distributors to receive accurate account of equipment failures and provides reports to management.
- Focus of work may be in pre-sale or post-sales or both
Roles and Responsibilities:
- Inbound Sales Associate are responsible for assisting existing and new customers with registering their new appliances establishing rapport with the customer to position the sales pitch.
- Superior product knowledge and a passion for customer satisfaction, you will provide solutions to customer needs in a fast-paced and energetic environment.
- Emphasis is on sales for extended warranty plans and product registration.
- Through rapport building and information gathering from the conversation with the customer, identify opportunities to present the need to purchase an extended service plan.
- Upsell customers to additional service plans on older appliances the customer has in their homes.
- Fully understands and consistently demonstrates proficiency at explaining products and services to existing and prospective customers.
- Listen to customer concerns with the goal of identifying buying signals and effective use of rebuttals to overcome objections.
- Solve customer challenges and regain customer confidence by using empathy and building rapport with customers.
- Accurately document information within multiple database systems.
- Adhere to KPI(s), as defined by the leadership team, to ensure departmental expectations and quality assurance is within standards.
- Supporting the team and wider functions to succeed by sharing knowledge and proactively looking for ways to improve the customer journey, and personal competency, providing feedback in a solution-focused manner.
Required Skills:
- Proficient speaking English to US based customers.
- 1-3 years of experience in a call center environment.
- Sales experience required
- High School Diploma or GED required.
- Genuine desire to provide exceptional customer service.
- Ability to understand first call resolution.
- Excellent communication skills (professional demeanor) with an ability to be positive, energetic, and relay information precisely, professionally, and friendly while overcoming objections.
- Respond to customer inquiries by asking probing questions, listening attentively, while possessing exceptional oral and written skills.
- Self-motivated, able to work independently, and a desire to learn and succeed.
- Attention to detail with an ability to follow through while managing multiple tasks and adapt to change within a fast-paced business environment.
- Demonstrates teamwork, displays a positive attitude, and has a strong work ethic.
- Highly reliable with the ability to maintain regular attendance and punctuality.
- Demonstrates ability to speak off script, accurately, asking questions to identify busy signs
- Demonstrates ability to build rapport, off script, with customer to identify needs for our product
- Strong time management skills that enable you to perform and deliver results with high work volumes.
- A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities, and take on additional tasks as needed.
- Enthusiastic and positive attitude, with a strong desire to learn all aspects of the business.
- Must be able and willing to operate in a 24/7 shift work environment.
Desired Skills:
- Previous experience in Customer Service
- Salesforce knowledge