Inbound Sales Associate, University Area

Details: Inbound Sales Associate Position-University Area  Interested applicants must have at least six months sales (requiring a quota) and customer service experience. Interface with customers via inbound calls for the purposes completing customer requests, providing customer education and up selling OnStar products and services. Principal Duties and Responsibilities: Employees in this position will have primary responsibility for completing welcome calls for new OnStar customers. These calls have an up sell component that is critical to client performance. In addition, employees may from time to time handle inbound calls with requests for service or information. Therefore, employees must greet customers in a courteous, friendly, and professional manner using agreed upon quality procedures. Listen attentively to customer needs and concerns; demonstrate empathy and sincerity in wanting to resolve their issues. When handling inbound service requests, employees will clarify customer requirements; probe for and confirm understanding of requirements or problem. Meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed. When handling inbound OnStar welcome calls, employees will create an engaging and interactive environment to provide the customer with information about their new service. Employees will use customer feedback and sales cues to complete a basic sales pitch and rebut objections when needed. For all call types, employees will prepare complete and accurate work and update customer file with comments. Communicate effectively with individuals/teams in the program to ensure high call quality and timely expedition of customer requests. Contribute ideas on ways to resolve issues to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Use decision-support tools to respond to common customer work/service order inquiries and requests. Solve problems using agreed upon procedures. Offer solutions to basic customer issues. Maintain basic knowledge of OnStar products and/or services, sell customer services/phone minutes, by communicating features and benefits. Sales quotas averaging between 45-47.5% monthly must be met in order to be successful. Education & Professional Certifications: High school diploma or equivalent experience.

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