Job Description

JOB SUMMARY

Maximize sales opportunities by effectively answering and handling inbound sales calls in an effort to acquire new customers, and solicit existing customers by selling them additional products and services.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Establish and maintain a high level of customer satisfaction, professionalism and courtesy during all sales transactions.

Consistently meet or exceed weekly and monthly sales activity goals by utilizing sound telephone based selling techniques.

Respond to inbound sales calls promptly and efficiently, as outlined by the required call handling metrics, to include productive time, schedule adherence, handle time, after call work, etc.

Effectively and efficiently sell products and services to prospective customers and maximize additional revenue from existing customers by selling incremental products and services through use of recommended sales techniques. Identify and maximize upselling and cross selling sales opportunities.

Ability to learn and master order processing billing system regarding all aspects of sales order entry, order inquiries, and other tools and functions as they relate to the inbound sales function.

Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing and prospective customers.

Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging and products in an effort to discuss side by side comparisons of Charter’s and competitors’ products and services. Promote and communicate current marketing campaigns and promotions.

Work with other departments, as necessary, to resolve customer issues.

Perform other duties as required by supervisor.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate with customers and colleagues in a clear, straight forward and professional manner
Ability to apply appropriate sales techniques and demonstrate sustained achievement of stated sales goals
Demonstrated computer and consumer electronics skills
Ability to use personal computer and appropriate software applications to include billing system and other role-related tools
Effective verbal and written communication skills
Effective organizational skills
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Demonstrated working knowledge of cable communications products and services to include video (TV), data (internet) and voice (telephone)
Ability to perform job at workstation for prolonged periods of time
Ability to work variable hours; may include weekends, holidays, and split days off

Required Education

High school diploma or equivalent

PREFERRED QUALIFICATIONS

Preferred Related Work Experience and Number of Years
Call center sales experience preferred – 2

WORKING CONDITIONS

Office environment