TLV-CES

  • Inbound Sales and Service Advisor

    Job Locations US-TX-Dallas
    Requisition ID
    2019-1246
    # of Openings
    15
    Category
    Sales
  • Overview

    Job Summary:  Provide customer service via phone, chat, email or other methods of communication on client-specific issues while accurately capturing all related information in the proper database.  Answer questions about client-specific products and services, including account balances, billing statements and payment methods.  Suggest and sell subscription-based and transaction-based services.  Retain existing customers; suggest and upsell customers to new packages of services.

    Responsibilities

    Essential Duties and Responsibilities include the following. Other duties may be assigned.

    • Answers voice calls from land lines, mobile phones and other devices; Responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.
    • Over the phone, demonstrates professional grammar, tone, and volume. Uses proper sentence structure, positive language and transitions.  Uses effective listening, questioning and call control techniques.
    • On inbound and outbound calls, suggests and sells services; enrolls new users and upsells existing subscribers to new packages. Educates and retains customers.
    • Obtains and confirms payment method information. Updates payment method information in appropriate systems.  Keeps credit card numbers and other sensitive information secure.
    • Handles challenging calls and situations with sensitivity, escalating when appropriate following standard procedures. Is respectful of customers’ culture, age, and other characteristics.
    • Asks effective questions and gathers information to determine the source of problems and specific customer needs. When appropriate, uses sales experience and skills to recommend appropriate services and/or retain customers.
    • Logs on/off customer care systems and accesses account files. Follows policies and processes to maintain confidentiality and security of customer information.
    • Enters alpha and numeric data accurately into an automated system using a keyboard.
    • Accurately captures all customer and issue-specific information in the proper database.
    • Leads customers through documented processes for troubleshooting and resolving software, hardware, or connectivity issues. Able to troubleshoot mobile devices and applications, including Bluetooth connectivity.
    • Has experience using computers, the Internet, and various Web browsers. Uses multiple client tools, client-specific reference materials, scripting, advanced technical knowledge, customer service skills and problem-solving skills to diagnose and resolve customer problems.
    • Stays current with latest technology changes, client-specific policies, and promotions.
    • Acts as a liaison between the customer and client departments including Accounts Receivable, Customer Service and escalations teams.
    • Supervisory Responsibilities: This job has no supervisory responsibilities.

    Qualifications

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

     

    Qualifications The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.

    Education and Experience:  Minimum of six months customer service experience; One year preferred.  Sales experience required (e.g. retail, foodservice, call center).   High school diploma or GED required; some college preferred.

     

    Language Skills:  Ability to read and comprehend sometimes complex instructions, short correspondence, and memos; Able to write correspondence and present information verbally and in writing, with proper grammar and vocabulary.  Able to ask effective questions and present information clearly and concisely.  Able to effectively and clearly communicate over the phone, build relationships with customers, manage call flow and pace, overcome objections, and close sales.  Able to handle sensitive and emotionally-escalated calls with tact, professionalism, and empathy. 

     

    Reasoning Ability:  Ability to apply common sense understanding to detailed written or oral instructions; Able to deal with problems involving a few concrete variables in standardized situations.  Must be adaptable to unforeseen situations, keep focus on the customer and make empowered decisions with integrity, empathy and compassion.  Able to identify and analyze potential problems, errors or operational/procedural issues and recommend proper solutions.  Able to understand and explain billing statements.  Able to multi-task and prioritize effectively.

     

    Computer Skills:  Ability to listen and respond while keying information into an automated system.  Requires working knowledge of Web-based systems and ability to learn how to navigate client-specific programs in a Windows environment.

     

    Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

     

    While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms. Specific vision abilities required by this job include close vision.

     

    Employee must maintain regular and acceptable attendance at such levels as determined at Telvista’s sole discretion.  The employee must be available and willing to work on-site and for such hours per day or hours per week as Telvista determines is necessary or desirable to meet its business needs.

     

    All Telvista jobs are contingent upon the ability to pass client-specific background check requirements and drug test.

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