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Job Description

Customer Consultant

Partners with the Sales & Service team to share the responsibility for meeting the departmental needs. Handles incoming prospect or customer inquiries or concerns using company resources and Contact Center policies and procedures to provide complete, accurate responses. Uses technologies and follows processes in accordance with Contact Center standards to ensure contact handling operational effectiveness. Supports and reinforces company policies, procedures and values.

• Identify and handle customer phone inquiries completely and accurately
• Resolve customer complaints and problems to the satisfaction of the customer
• Use customer service and sales skills to optimize the opportunity of each customer contact
• Educate the customer about the products and services
• Complete necessary documentations to manage customer complaints, uses and subsequent solutions
• Schedule, assign, or act on any required customer follow-up in accordance with Contact Center guidelines
• Maximize opportunities to upsell or cross-sell company products and services
• Suggest Contact Center process improvements and participate in Contact Center initiatives for increased effectiveness
• Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information into Contact Center systems as required
• Conducts outbound calls for customer surveys, marketing and notification purposes
• Use technology tools as directed and within established guidelines
• Maintain confidentiality of the organization’s customers and data
• Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
• Other miscellaneous duties assigned

• Technical Learning: Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge—like internet technology; does well in technical courses and seminars.
• Decision Quality: Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
• Organizing: Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Peer Relationships: Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
• Composure: Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.
• Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
• Self Knowledge: Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insights from mistakes; is open to criticism; isn't defensive; is receptive to talking about shortcomings; looks forward to balanced (+'s and -'s) performance reviews and career discussions.

• Two years of sales/customer service experience (retail a plus)
• High school diploma or equivalent
• Excellent verbal and written communication
• Strong computer proficiency in Microsoft Office products
• Ability to work flex schedule to meet business needs, including night and weekends
• Outstanding interpersonal and relationship building skills
• Excellent detail orientation, wit the ability to learn and follow policies and procedures correctly
• Ability to organize and communicate information clearly
• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision