Customer Sales & Service Representative (US Based Client)

Job Description: As our Consumer Sales & Service Representative, you will be responsible for advocating brand and consumer loyalty while promoting effortless experiences with our products and services and maintaining effective and ongoing sales support. This includes consultation and resolution services that encompass the entire purchase order to fulfilment and related service process. You will work to help us continue to “Shape Living for the Better” while building lasting relationships directly with our online, digital and phone consumers. Duties and Responsibilities:

• Responsible for qualifying consumers, developing interest, and closing sales of major appliances, accessories, consumables, ESAs, etc. through follow-up, outbound cold calls, chats, and emails
• Service consumers seeking assistance via various engagement channels such as phone, email, chat, etc.
• Understanding of all major and minor product and service categories
• Results oriented to drive departmental revenue goals through the suggestive selling of major appliances, extended service agreements, parts, and accessories to consumers
• Meet daily, weekly, monthly, and quarterly goals in all targeted key metric categories
• Exceed established key performance indicator metrics such as: quality, consumer satisfaction, attendance, adherence to schedule, service call avoidance, average handle times, and resolution
• Leverage voice of the consumer to identify and make recommendations, utilizing a continuous improvement and innovative mindset
• Assisting consumers in navigating Client’s websites and placing orders online
• Providing knowledgeable answers to questions related to products, pricing, service agreements, warranties, and availability
• Listen and understand consumer’s needs and provide real, effective solutions while delivering exceptional customer service
• Document standard operating procedures for all areas of the consumer journey, including escalation paths, inventory inquiries, site navigation, returns, and exchanges
• Share successful selling techniques with colleagues

• Bachelor's Degree of any related field
• Atleast 3 years of work experience in Customer Service in a contact center with Phones, Online, Digital, Chat and consumer call center field.
• Minimum 1 year of experience with consumer goods sales
• Ideal candidates should exhibit excellent interpersonal, listening and selling skills
• Strong verbal and written communication skills a must
• Computer proficiency in Microsoft Word, Excel, Outlook – PowerPoint a plus
• SAP or similar workforce systems knowledge and experience
• Ability to navigate between multiple and concurrent applications
• Ability to take initiative and effectively adapt to ongoing changes
• Candidate should be amenable to work 100% onsite.