Pre-requisites:

• O.S.S.D or equivalent
• Previous sales experience preferred
• Previous customer service experience preferred

Broad Function:
• To make and receive calls on behalf of our clients/partners in order to acquire new business, recover lost business, and increase client revenues through up-selling and cross-selling.

Direct Reports
• None

Knowledge Requirements:

• General computer knowledge
• General knowledge of direct marketing practices (Telemarketing, Direct Response)
• Knowledge of product and services offered

Skills Requirements:

• Proficient in Internet Explorer
• Excellent Communication Skills both verbal and written.
• Excellent Interpersonal Skills
• Excellent Active Listening Skills
• Type and Talk skills (30 WPM)

Competencies:

• Integrity – Acts with honesty on the phone with customers and throughout the organization.
• High Standards of Professionalism – Conducts his/her self in a manner that maintains professionalism at all times and expects high standards of professionalism from others.
• Accuracy – Takes care when recording and entering data.
• Team Work – Teams with peers, team leaders, trainers and quality associates in order to achieve program objectives.
• Organizational Commitment – Demonstrates dedication to the organization and is willing to go above and beyond to meet team objectives.
• Organizational Alignment – Acts in alignment with our Guiding Principles.
• Concern for Quality – Demonstrates the understanding of the impacts of quality on the bottom line and visibly acts to ensure quality in each customer contact.
• Communications – Communicates confidently and with enthusiasm, at an appropriate rate of speech, utilizing proper grammar, key work emphasis, and an appreciative tone.
• Sociability – Desire to interact with others.
• High Energy Level – Has a strong work ethic and is able to maintain a fast pace while staying focused in stressful situations.
• Competitiveness – Demonstrates the desire to achieve and surpass goals.
• Self Confidence – Believes in their own abilities and approaches work with the expectation of success.
• Reliability and Trustworthiness – Behaves consistently and predictably, and is dependable in all phases of the sales call.
• Seeks Continuous Improvement – Is open and receptive to the feedback from others and desires to improve their own performance.

Primary Activities:

• Make and receive calls on behalf of our client partners
• Present offers to prospects and customers following a scripted outline
• Answer customer/prospect questions accurately
• Effectively handle customer objections
• Close sales
• Add, edit and delete information, as required, while taking customer orders
• Double check accuracy of data entry
• Transfer to third party verification and/or digitally record verifications as required
• Dispose of calls accurately
• Participate in ongoing training, cross training and coaching initiatives

Core Accountabilities:

• Demonstrate punctuality
• Complete minimum 90% of all scheduled hours each month
• Achieve all program targets including, but not necessarily limited to, sales per hour, connects per hour, conversion ratios, average handling time, pause time, wrap time, ready time, etc.
• Achieve a minimum quality score of 85%
• Create a positive and professional impression on every call
• Comply with all regulatory telemarketing guidelines and laws
• Follow company call procedures without variance.