Direct Marketing Associate - Toronto, ON | SMT Direct Marketing | | 07/06/12
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Direct Marketing Associate Full-Time

Location: Toronto, ON
Company Name: SMT Direct Marketing ()
Category: Marketing / Strategy


  • 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)


  • 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.
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