Role Overview:
Professional Inside Sales Consultants will answer incoming calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. You will be a member of the primary contact team for consumers interested in the products/services we offer and will be responsible for assisting them in completing purchases online and over the phone. You will also inform customers of the product/services terms and features and project a professional company image through voice and online interactions.
Description:
Professional Inside Sales Consultants will be the liaison between our company and its current and potential customers. The successful consultant will be able to accept ownership for effectively transition each phone call into an appointment scheduled (conversion). Effectively transitioning complaints and inquiries into conversion opportunities; keeping customer satisfaction paramount and handling each call with a positive attitude will be key components of success.
Core Values:
Culture: Embody the mission and strategies of EMG. Provide an exceptional experience
Embrace new hires and reaffirm team atmosphere and core values
Integrity: Being honest and having strong moral principles; moral uprightness. Whole and undivided team culture, leadership, and client experience.
Timeliness: Responding accurately and promptly to client and company needs
Empathy: Place yourself on the other end of the call
Attitude: Positive attitude and voice inflection on every call and interaction
Attentive Listening: Recognize opportunity and position solution
Team Building – succeed together
Respect – Yourself, Co-workers, Clients & Employer
Responsibilities:
Obtains client information by answering telephone calls; interviewing clients; verifying information.
Determines eligibility by comparing client information to requirements.
Establishes policies by entering client information; confirming pricing.
Informs clients by explaining procedures; answering questions; providing information.
Maintains communication equipment by reporting problems.
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
Updates job knowledge by studying new product descriptions and pricing; participating in educational opportunities.
Accomplishes sales and organization mission by completing related results as needed.
Verbal Communication, Phone Skills, Listening, Data Entry Skills, People Skills, Informing, Customer Focus, Customer Service, Attention to Detail, Professionalism, Multi-tasking
Maintain complete knowledge of:
Daily work schedule
Pricing and initiatives for each campaign
Legal requirements by State for applicable campaign
Employee handbook
Journey map to success for each campaign (i.e conversion, ticket price)
Referencing call center “scripts” when handling different topics
Promote culture and core values!
Managing large amounts of inbound and outbound calls in a timely manner
Obtain client information; determining eligibility; maintaining the database.
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
Seize opportunities to upsell products when they arise
Build sustainable relationships and engage customers by taking the extra mile
Meet personal/team qualitative and quantitative targets
Identify and escalate issues to supervisors immediately.
Compensation and Benefits:
Competitive salary based on experience
Ability to earn additional compensation based on performance and growth of the company
PTO time Offered
Health, dental and vision offered