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Call Center Bilingual Sales & Service Advisor

Company: Sears Holdings Corporation
Location: Deltona
Posted on: May 18, 2019

Job Description:

Job Summary: The Sales & Service Advisor is responsible for handling telephone calls from internal and external Spanish and English-speaking customers and attempts to sell Protection Agreements on Sears products that the customer either already owns, or has recently purchased, and answers questions from existing or prior Protection Agreement customers. Inbound Sales/Retention Advisor also provides assistance to inbound customers with questions regarding the benefits or fulfillment of an SHC Protection Agreement product or requests to cancel agreements, as well as handling customer account lookups for Service Contracts sales associates. Job Responsibilities: Connects with customer via telephone and services the customers needs to sell Protection Agreements, and positions additional products using a sales presentation that is scripted and follows call strategies Responds to and follows up to inbound customer calls, written correspondence or e-mails received by the Company in reference to product protection plans including requests to cancel agreements, and reviews concerns/inquiries to determine and execute effective and satisfactory resolution per the agreement terms and conditions Offers the best value for the customer in terms of price, discounts, multiple/additional products and maximum term and stresses the features and benefits of the products and uses available resources and skills to overcome objections Applies skills in the area of communication and customer service and manages and resolves customer complaints Responds to requests for cancellations and determines root cause for request and provides alternative solutions to canceling the protection agreement Escalates customer issue as needed based on established guidelines Utilizes multiple applications/formats enabling access to customer information and enter updates, corrects or updates customer information on record when appropriate, and properly records agreements, sales processing, and recording Maintains a high level of business/product knowledge via onsite and online training Works with management staff and team members to provide the highest level of sales and service results to achieve individual and team goals Complies with and adheres to ethical selling policies and procedures Performs other duties as assigned Job Requirements: Customer service and sales skills Ability to apply effective sales and service-related influencing skills based on the call type being handled Must be able to apply reasoning and comprehension to carry out simple written or oral instructions; deal with problems involving a few concrete variables in standardized situations; occasionally interpret and adapt to customer s needs, find solutions that are outside of the standardized situations. Ability to add, subtract, multiply and divide units of measure Excellent negotiation and problem solving skills Ability to communicate in spoken and written English and in spoken Spanish well enough to be understood by supervisors, co-workers, and customers Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary Ability to demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS) Preferred Skills: Customer service and/or sales experience

Keywords: Sears Holdings Corporation, Deltona , Call Center Bilingual Sales & Service Advisor, Other , Deltona, Florida

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