Inbound Sales Advisor - University Area
Inbound Sales Associate Position-University area
Interested applicants must have at least six months sales (requiring a quota) and customer service experience.
Dimension & Scope:
Inbound Sales Associates interface with customers via inbound calls for the purposes completing customer requests, providing customer education and up selling OnStar products and services.
Principal Duties and Responsibilities:
Employees in this position will have primary responsibility for completing welcome calls for new OnStar customers. These calls have an up sell component that is critical to client performance. In addition, employees may from time to time handle inbound calls with requests for service or information. Therefore, employees must greet customers in a courteous, friendly, and professional manner using agreed upon quality procedures.
Listen attentively to customer needs and concerns; demonstrate empathy and sincerity in wanting to resolve their issues
When handling inbound service requests, employees will clarify customer requirements; probe for and confirm understanding of requirements or problem
Meet customer requirements through first contact resolution
Confirm customer understanding of the solution and provide additional customer education as needed
When handling inbound OnStar welcome calls, employees will create an engaging and interactive environment to provide the customer with information about their new service
Employees will use customer feedback and sales cues to complete a basic sales pitch and rebut objections when needed
For all call types, employees will prepare complete and accurate work and update customer file with comments
Communicate effectively with individuals/teams in the program to ensure high call quality and timely expedition of customer requests
Contribute ideas on ways to resolve issues to better serve the customer and/or improve productivity
Participate in activities designed to improve customer satisfaction and business performance
Use decision-support tools to respond to common customer work/service order inquiries and requests
Solve problems using agreed upon procedures
Offer solutions to basic customer issues
Maintain basic knowledge of OnStar products and/or services, sell customer services/phone minutes, by communicating features and benefits
Sales quotas averaging between 45-47.5% monthly must be met in order to be successful.
Education & Professional Certifications:
High school diploma or equivalent experience.
Proficient computer keyboarding and navigation skills are required
Willingness to rotate shifts, as needed
Candidates must have the ability to learn in classroom and self paced situations
Must be very courteous with a strong customer service orientation, professional voice tone and communication skills
The position requires highly dependable people with proficient attention to detail
Good listening and responding skills
Environment, Physical & Other Requirements:
Ability to perform light hand activity work at a computer/telephone station in an office environment
Position is primarily sedentary
May stretch or stand at workstation for short periods at employee''s option, as long as such activity does not detract from the employee''s work, or interfere with other employees
Position requires repeated call-answering in a contact center capacity, which also requires the use of a standard headset that covers both ears