Performs inbound and/or outbound customer calling activities to present and provide solutions to the customer's needs, as well as, sell company products or services to customer base. Utilizes Omnichannel approach for customer contact which are predominantly routine, but may require deviation from standard screens, scripts, and procedure with the assistance of a computerized system. Answers inquiries, resolves problems, promotes and sells products/services, and/or enters or confirms sales. Assesses needs and suggests/promotes products and/or services.
Handles customer calls/correspondence for service, scheduling, and billing inquiries turning great service into revenue generating contacts
Identifies needs of customer and offers services and/or products that are specific to the customer in order to generate revenue
Cultivates and maintains on-going customer relationships
Offers creative Home Inspection leads to all customers that qualify
General knowledge of the organization, products, and/or services
Excellent verbal communication skills and overcoming objections
Uses computerized system for identifying customer needs, tracking contacts, information gathering, and/or troubleshooting
Communicates with branch personnel to resolve service and scheduling issues
Initiates outbound customer service calls for various campaigns
Handles tech line support
High school diploma or GED
2-4 years phone sales experience required
1-2 years clerical or customer service experience preferred
Ability to overcome objections and problem solve
Ability to use a personal computer or CRT
Basic knowledge of Microsoft Word, Excel, and Windows preferred
Ability to type 25 wpm preferred
Good verbal, written, and interpersonal communication skills
Ability to work in a stressful, fast-paced environment
Ability to work flexible schedule, including weekends and holidays
Must be dependable and consistently punctual for all scheduled shifts
A private home office/work-space suitable for working remotely for all or part of the regular workweek
Broadband internet with ability to hardwire via an Ethernet cable
Physical Demands and Working Conditions
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:
Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
Sitting for long periods of time while using office equipment such as computers, phones and etc.
Standing for long periods of time while filing, copying, and scanning documents.
Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.
Incumbent is required to have:
Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm's reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
Incumbent will be subject to:
Inside working conditions: The change of building environment such as with or without air conditioning and heating.
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The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.