Job Description
Shift: 4pm-12am EST (1pm-9pm PST)
In this role you will:
- Provide service to customers over the phone and via Online Sales Chat, sell mattresses, accessories and services to customers from greeting through order entry.
- Handle large amounts of inbound and outbound calls in a timely manner; following call centre scripts in a timely manner.
- Identify customer needs, clarify information, research issues and provide solutions.
- Meet personal / team qualitative and quantitative targets and established sales goals.
- Handle multiple customers and their demands at one time.
- Efficiently and effectively, complete order entry, delivery scheduling, processing payments, thank you cards, 3-day calls, open order reports, return customer calls, etc.
- Utilize software, databases, scripts and tools appropriately and effectively.
- Create urgency and leads for store locations. Create pre-determined appointment times for customers to visit our stores.
Qualifications
The Qualifications and Experience we like to see:
- High School Diploma
- Familiarity with online chat services, telesales and retail sales experience
- Strong phone, verbal, written and online communication skills along with active listening.
- Proficient skills with computers, CRM software and strong typing skills.
- Ability to multi-task, set priorities and manage time effectively.
- Strong negotiation skills
- Ability to work remotely from home
- Work weekdays and weekends as needed
- Build a connection with customers over the phone or via chat
- Adapt to different personality types
- Manage customer relationships in a professional, tactful and respectful manner at all times
- Resolve issues in a creative and persuasive manner
- Bilingual English and French (written and verbal) is an asset
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