Schlagwörter

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The Customer Contact Representative is an inside sales and customer service position responsible for sales of Best Buy Direct (BBYD) full assortment of products and services. Providing solution sales, support of transactional sales for consumer needs on behalf of Business Clients and Educational Institutions, customer service clients, and identifying present and anticipated future customer needs in order to transition business customers to the appropriate sales team.

Representatives work together to handle traffic volumes, seasonal changes to work through in the moment support. Additional responsibilities include driving customer satisfaction through professional sales methodology, world class call center practices, building retail relationships through communication, problem solving and deescalating customer issues.

Responsible for growing the business by creating bandwidth for the account managers, determining spending potential and habits of customers and adhering to the account transition process to ensure we are offering all of our customers the full capabilities.

Essential Functions

Inbound Phone/Email Sales and Customer Service
* Responsible for the Inbound Call experience
* Responsible for ensuring all call and email volume are answered with a high level of urgency
* Execute all steps of the BBYD Sales Methodology with special emphasis on customer qualification questioning skills to determine an immediate need to transact or to engage other members of the sales team based on a defined transition process
* Process transactional solution sales and identify potential future opportunities that require dedicated account management according to defined transition processes
* Owning customer interaction to the extent that they can handle the situation personally, and warm transferring to other enterprise experts when appropriate
* Responsible to achieve predetermined call center metrics

Data and Customer Management
* Descriptively document all customer interactions in CRM to ensure quality follow up as well as notating future potential Identify immediate needs, uncover additional needs and close the sale when appropriate or transition customer via phone queue, or CRM lead
* Reference eligibility spreadsheets and databases for B2B2C interactions on behalf of BBYD Business Clients
* Adheres to the account transition and account management Standard Operation Procedures

Retail Engagement
* Responsible for the overall growth and profitability of BBYD sales organization for the retail stores we serve by answering calls, building trust and confidence in the Direct channel and by either transacting with the customer in the moment or moving them along to the appropriate account manager
* Engages with end users as well as retail partners to provide a superior multi-channel shopping experience
* Utilizes systems (Microsoft CRM) as a communication vehicle for store lead communication

Business Operations
* Utilizes systems when partnering with Account Managers where applicable to help continue to grow accounts and provide a differentiating experience for our customers
* Take responsibility for customer interaction to the extent that you can handle the situation personally in most instances utilizing defined call processes, and warm transferring to other enterprise experts only when necessary
* Effectively communicates and partners with support teams around process challenges and obstacles that are impacting customer and employee experience
* Accountable for continued development with product knowledge, vertical expertise, certifications and selling skills

**Hours will depend on the Territory you will support**

Basic Requirements
* 1 year of sales experience
* 1 year of phone based customer service experience

Preferred Requirements
* 1 year of technology products, applications and services sales experience
* Ability to read, write and speak Spanish fluently

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