What are the responsibilities and job description for the CALL CENTER REPRESENTATIVE position at The Helmsman Group LLC?
Job Title: Call Center Representative — Sales
Reports To: (Remote)
Job SummaryThe Call Center Representative — Sales is responsible for generating sales, identifying customer needs, promoting products and services, and converting customer interactions into sales opportunities. This position communicates with prospective and existing customers through inbound and outbound calls, provides product information, recommends appropriate solutions, processes orders, and supports customer retention while achieving established sales and performance targets.
Key ResponsibilitiesHandle inbound and outbound sales calls with prospective and existing customers.
Identify customer needs, preferences, and purchasing requirements through effective questioning and active listening.
Present and explain products, services, features, benefits, pricing, promotions, and available options.
Recommend products or services based on customer needs and eligibility.
Generate sales leads and identify opportunities to upsell and cross-sell relevant products or services.
Convert qualified leads and customer inquiries into completed sales.
Process customer orders, applications, payments, and account information accurately.
Follow established sales scripts, processes, compliance requirements, and quality standards.
Handle customer objections professionally and provide appropriate solutions or alternatives.
Build rapport and maintain positive relationships with prospective and existing customers.
Follow up with leads and customers to encourage purchases and support sales conversion.
Maintain accurate customer, lead, sales, and interaction records in CRM and call center systems.
Meet or exceed established sales targets, conversion rates, revenue goals, and productivity metrics.
Monitor personal sales performance and identify opportunities for improvement.
Maintain current knowledge of products, services, pricing, promotions, competitors, and sales policies.
Communicate promotional offers and campaigns accurately and in accordance with company guidelines.
Coordinate with customer service, billing, fulfillment, and other departments to resolve sales-related issues.
Escalate complex customer, pricing, product, or account issues to supervisors when appropriate.
Follow up on pending orders, applications, quotes, or sales opportunities.
Identify recurring customer objections and provide feedback to sales management.
Participate in sales coaching, product training, call reviews, and performance improvement activities.
Protect customer information and follow data privacy, payment security, and company compliance requirements.
Maintain professional conduct and deliver a positive customer experience throughout the sales process.
High school diploma or equivalent required.
1–2 years of experience in sales, telemarketing, call center, customer service, retail, or a related role preferred.
Strong verbal communication and interpersonal skills.
Strong active listening and questioning skills.
Ability to confidently present products and services and explain their value.
Strong persuasion, negotiation, and objection-handling skills.
Customer-focused approach with a professional and positive attitude.
Ability to work effectively in a target-driven, high-volume call center environment.
Basic computer skills and ability to use CRM and sales systems.
Ability to manage multiple customer interactions and follow-ups efficiently.
Previous experience in inbound or outbound call center sales.
Experience with CRM platforms such as Salesforce, HubSpot, Zendesk, or similar systems.
Experience with contact center and predictive dialing systems.
Experience meeting individual and team sales quotas.
Experience with upselling, cross-selling, lead generation, and customer retention.
Knowledge of sales funnel and conversion concepts.
Bilingual or multilingual communication skills where required by the business.
Experience with payment processing and order management systems.
Sales & Business Development
Inbound & Outbound Calling
Lead Generation
Sales Conversion
Upselling & Cross-Selling
Customer Relationship Management
Product Presentation
Needs Analysis
Active Listening
Objection Handling
Negotiation
Persuasive Communication
Order Processing
CRM Systems
Sales Pipeline Management
Customer Retention
Follow-Up Management
Call Center Operations
Sales Performance Management
Target & Quota Management
Sales Performance: Ability to consistently work toward and achieve established sales, conversion, and revenue targets.
Customer Focus: Ability to understand customer needs and recommend appropriate products or services.
Communication: Ability to communicate product value clearly and confidently through telephone and digital channels.
Persuasion: Ability to address objections, explain benefits, and guide customers toward informed purchasing decisions.
Relationship Building: Ability to establish trust and maintain positive relationships with customers.
Active Listening: Ability to identify customer needs and purchasing signals through effective questioning and listening.
Resilience: Ability to remain motivated and professional when handling rejection, objections, or challenging sales interactions.
Product Knowledge: Ability to maintain accurate knowledge of products, services, pricing, promotions, and policies.
Time Management: Ability to manage call volume, follow-ups, customer needs, and sales activities efficiently.