What are the responsibilities and job description for the Remote Sales Engagement Specialist position at Hotwire Communications?
Who We Are:
From the beginning, Hotwire Communications has been focused on the future – bringing the power and speed of fiber optics directly to customers. We were among the first companies in the US to offer IPTV Video and the first to offer gigabit speeds in Florida.
And that leadership continues.
We are looking for team members who are passionate about technology and what it means for all our lives. We are looking for leaders to drive us into the future and we are looking for individuals who are prepared to do whatever it takes to create a truly exceptional customer experience day in and day out.
What You Will Be Doing:
ESSENTIAL JOB FUNCTIONS:
RESPONSIBILITIES:
Come power the future with us!
From the beginning, Hotwire Communications has been focused on the future – bringing the power and speed of fiber optics directly to customers. We were among the first companies in the US to offer IPTV Video and the first to offer gigabit speeds in Florida.
And that leadership continues.
We are looking for team members who are passionate about technology and what it means for all our lives. We are looking for leaders to drive us into the future and we are looking for individuals who are prepared to do whatever it takes to create a truly exceptional customer experience day in and day out.
The Call Center Sales Engagement Specialist is a sales position that will handle blended inbound and outbound phone interactions to educate and upsell customers on the right products and services. This position improves customer satisfaction and supports the sales process.
ESSENTIAL JOB FUNCTIONS:
Excellent verbal communication skills – ability to clearly articulate complex information to varied constituencies- Must have effective listening skills and attention to detail
- Ability to work with colleagues at all levels in a positive and productive manner.
- Exude confidence and be fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.
- Empathetic and sincere, superior rapport building skills
- Excellent people skills
- Adept at learning and using computer systems – familiarity with CRM, Gmail, and auto dialer tools
- Proficiency with managing phone conversation and navigating computer tools simultaneously and seamlessly
- Self-motivated team player with multitasking abilities.
- Consistently uses sound judgment when deciding on the best solution to a problem.
- Ability to handle sensitive information and maintain confidentiality.
- Typically faces situations that have a variety of interpretations and require careful evaluation.
- Typically solves problems by considering courses of action within the framework of customer’s needs.
- Impeccable customer service skills
- Ability and willingness to work flexible hours, including, evenings and weekends.
RESPONSIBILITIES:
Handle outbound sales inquiries and take incoming customer service calls using state-of-the-art contact center technology.- Interact with hundreds of customers each week to sell new products and services, and ensure best in class customer experience.
- Listen to customers, understand their needs and provide information on additional products to enhance their technology needs.
- Utilize systems and technology to complete account management tasks.
- Recognize sales opportunity and apply sales skills to upgrade.
- Explain and position the products and processes with customers.
- Appropriately escalate customer dissatisfaction with call center leadership team
- Ensure first call resolution through problems solving and effective call handling
- Other duties as assigned by Supervisor.
Knowledge of cable and telecommunications products and services
1-2 years’ experience in an inside sales / call center and customer service center role
At least one year of AMDOCS experience strongly preferred
1-2 years’ experience in an inside sales / call center and customer service center role
At least one year of AMDOCS experience strongly preferred
- English / Spanish Bi-lingual is a plus
- Proven sales results and selling skills
- Superior customer service delivery skills
- Organized self-starter
- Demonstrated work ethic
- Focused, driven to achieve
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