Contact Center Rep - DM

Essential Job Functions:

• Selling and Customer Support Activities
  
  
  
  • 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


• Strong organizational skills also required


• Basic sales and negotiation skills required