Inbound Sales and Service Agent

About the role

The Inbound Sales and Service Agent maintains direct contact with customers before and/or after the sale, by telephone, email, chat or social media, and supports the sales team by building positive customer relationships that affect service and product revenue. The focus of work may be pre-sale, post-sales or both, with an emphasis on selling extended warranty plans and product registration.

Key responsibilities

• Assist existing and new customers in registering their appliances and establish rapport to position the sales pitch.
• Identify opportunities to sell extended service plans and upsell additional plans on older appliances.
• Listen to customer concerns, identify buying signals and use empathetic rapport to overcome objections.
• Document information accurately in multiple database systems and adhere to KPIs set by leadership.
• Share knowledge, improve the customer journey and give constructive feedback.

Required profile

• 1-3 years of experience in a call center environment; sales experience required.
• High School Diploma or GED.
• Ability to speak English proficiently to US-based customers and to work in a 24/7 shift schedule.
• Desired: previous customer service experience and a genuine desire for exceptional service.

Required skills

• Excellent oral and written communication, including first-call resolution and handling objections.
• Attention to detail, multitasking and strong time management.
• Teamwork, reliability and flexibility to take on ad-hoc tasks.
• Desired: Salesforce knowledge.