Overview

Responsible for taking inbound calls from small to medium size business owners. On these calls you will learn about their business and ensure they are trying to sign up for the right card to maximize their business. If so, then walk them through the application process if not explain the right card they should be applying to and then walk them through the application process.

Responsibilities

Sales Associate Functions

• Connect with existing and potential customers while working on projects requiring strong sales skills to covert the call to a sale with an emphasis of most calls on sales while ensuring adherence to corporate and department policies and procedures
• Sales agents are responsible for processing various incoming and outgoing sales focused phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws and regulations
• Call processing includes presenting offers, overcoming caller objections, transitioning between script elements, asking for sales, obtaining, entering, and verifying customer information (e.g. names, addresses, credit card numbers, etc.), answering questions, resolving issues and providing customer service
• Depending on client requirements, either present offers by reading scripted sales presentations verbatim or paraphrasing and customizing the presentations based off of product summary information, allowing an opportunity to make an informed decision regarding the purchase of a product/service offer
• Agents should maintain established quality and completed calls per hour goals while supporting Salelytics goals and objectives
• Maintain excellent product knowledge regarding product offers, pricing and upsells

General Associate Job Responsibilities

• Exercise exceptional customer service skills in an effort to optimize each contact with the customer

• Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations

• Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner
• Maintain required documentation in an accurate and timely manner using established systems
• Maintain strict confidentiality of information provided by customer or data accessed within assigned systems
• Maintain an in-depth knowledge of assigned client's products and service, as well as policies and procedures regarding customer calls
• Establish and maintain a professional relationship with internal/external customers, team members and department contacts
• Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided

Related Duties as Assigned

• The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
• Consequently, job incumbents may be asked to perform other duties as required
• Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
• Please contact your local Employee Relations representative to request a review of any such accommodations

Core Competencies

Problem Solving and Decision Making

• Identifies and analyzes problems and finds solutions to them. Isolates problem areas and uses appropriate techniques to solve them
• Is able to handle customer concerns with minimal assistance
• Is able to escalate problems to supervisors and managers appropriately
• Possesses good business sense and judgment to be able to resolve customer concerns on the spot
• Always follows up as necessary and keeps the customer informed of the situation

Attention to Detail & Multi-Tasking

• Has the ability to quickly and accurately scan for errors; relates to visual, numerical, and verbal data; also relates to generating and transmitting error-free products and work
• Is capable of devoting optimal attention to a task or project to ensure it is completed to the highest quality standards. Is able to simultaneously manage several tasks/activities efficiently and effectively, using available resources and time constraints, and to achieve objectives in a timely, cost-effective manner with the highest-quality delivery possible

Planning & Organizing Work

• Ability to schedule resources and one's own time in order to accomplish a goal; can include both short- and long-term schedules
• Organizes work tasks to maximize quality and completeness

Basic Computer Knowledge & Orientation Toward Technology

• Possesses basic computer knowledge and technological skills, including the ability to use search tools, browsers, and email programs
• Also expresses an interest in and willingness to learn new technology

Basic and Applied Mathematical Skills

• Possesses the ability to add, subtract, multiply, and divide, in support of work activities

Willing to Learn

• Rapidly absorbs new information. Learns, remembers and applies new techniques or procedures
• Is curious to learn new things and ways of doing the job
• Delights in sharing best practices with others

Communication Skills

• Communicates in a clear and convincing manner using oral and written forms
• Is able to read, interpret, and apply written directions and guidelines
• Listens attentively and ensures understanding of what is being said

Customer Service Orientation

• Welcomes and acknowledges each customer with a sense of urgency and provides the customer with their full attention
• Engages customers to identify their needs, address their issues, meet their expectations, and ensure their satisfaction
• Always tries to help and assist the customer in a polite, respectful, and friendly manner
• Challenges oneself to find new and innovative ways to enhance the customer experience
• Acts as a trusted advisor to customers by offering products and services that truly meet their identified needs

Understanding and Negotiating with Others

• Identifies with and understands the feelings, thoughts, and attitudes of customers and co- workers. *Treats others with dignity and respect. Keeps the customer's or client's best interest at the heart of all decisions
• Effectively works with customers and co-workers alike to produce agreement on a course of action or on outcomes that satisfy various interests; understands the other party's motives and tactics and strives to achieve a positive result for all parties involved
• Is able to substantially influence the thoughts and actions of others; consistently convinces others to embrace a particular position or viewpoint, and/or to take a specific course of action

Openness to Feedback and Adaptability

• Is always open to providing and receiving constructive feedback to/from others
• Demonstrates the capacity to readily change actions, opinions or behavior based upon feedback from teammates and leaders
• Is able to successfully adjust/adapt his/her approach when faced with multiple demands, shifting priorities, or rapid change; handles ambiguity well

Personal Stability

• Remains controlled in the face of pressure, complaints or failure; has the ability to think rationally and logically despite considerable pressures
• Copes well with setbacks
• Is thick-skinned when dealing with irritable customers or co-workers
• Integrity and Adherence to Policies and Procedures
• Is a trusted associate with confidential information, goods, and products
• Models the appropriate behaviors for others in the organization
• Keeps confidences, admits mistakes, and does not misrepresent him/herself for personal gain
• Can monitor self-activities and will do what was promised
• Will admit mistakes
• Always follows procedures and appropriate policies to minimize risks

Conscientious & Dependable

• Is committed to achieving and maintaining high work standards
• Takes personal pride in the quality and output of work
• Looks for ways to improve existing work processes
• Is responsible and reliable
• Shows up to work on time and when required
• Is available to work when needed and rarely misses scheduled work time

Qualifications

Applicants for this job will be expected to meet the following minimum qualifications.

Education

• Must be 18 or older and have a High School education or GED required Additional education may be required based on individual projects and/or locations

Experience

• Candidates need to meet the experience requirements for specific program Other
• Based on Project and/or Location of Project the following may be required. Ability to pass standardized interview
• Score acceptably on job related testing assessments
• Ability to work flexible schedules, which may include working at least one weekend day Ability to clearly communicate using a clear, distinct voice
• Based on program may need to be bilingual in English, Spanish, French, etc.
• Present offers by reading scripted presentations verbatim or paraphrasing and customizing the presentations to meet client requirements and bring customer issue to resolution