SSA - Consumer Product Goods

Overview

Responsible for connecting with existing and potential customers while working hard to connect people to products and services they want; determine the customer’s needs and be able to recognize opportunities to make a sale; responsible for maintaining client product knowledge and developing assigned staff to achieve individual, company and client goals

Responsibilities

Sales Associate Functions

• Connect with existing and potential customers while working hard to connect people to products and services they want ensuring adherence to corporate and department policies and procedures
• Determine the customer’s needs and be able to recognize opportunities to make a sale
• Responsible for maintaining client product knowledge and developing assigned staff to achieve individual, company and client goals
• Work with supervisor to establish daily objectives and prioritize workload, ensuring deadlines are met and staffing levels are appropriate
• Support the quality performance of assigned staff by providing accurate responses to questions with a sense of urgency during call processing
• Lead and participate in processing various incoming and outgoing sales focused phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws and regulations
• Establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided
• Determine the customer’s needs and be able to recognize opportunities to make a
• Deliver sales presentations and overcome objections to sell products and services, while working towards a sales quota and commission

Team Development

• Responsible for maintaining client product knowledge and developing assigned staff to achieve individual, company and client goals
• Continually review all training and product related material, ensuring accuracy
• Schedule training sessions and organizes all required training materials
• Develop assigned staff product, process and procedure knowledge through initial and on- going training
• Enhance assigned staff sales skills utilizing coaching techniques, to include, effective communication, listening, role playing and skill building
• Improve assigned staff call processing skills to exceed client expectations for productivity, service and quality which may include, demonstrating correct call procedure following
• Salelytics and client guidelines, double-jacking with staff to demonstrate skills and providing feedback, side-by-side monitoring to encourage positive behavior and build skills, etc
• Provide assigned staff with regular feedback on their individual performance and call quality, providing additional coaching or training as necessary to ensure individual success
• Improve assigned staff morale by creating and maintaining a winning environment that contributes to staff satisfaction, productivity and commitment to Salelytics, which may include daily contests to motivate and encourage maximum performance, recognition of staff by name, positive staff feedback and suggestions to enhance performance

Floor Assistance

• Support the quality performance of assigned staff by providing accurate responses to questions with a sense of urgency during call processing
• Assist assigned staff with procedure questions and use of computer and telephone equipment in a timely manner
• Assist assigned staff with problem or irate callers to ensure client’s service requirements and escalation procedures are met
• Notify supervisor of all equipment failures and data processing errors

General Associate Job Responsibilities 

• Exercise exceptional customer service skills in an effort to optimize each contact with the customer
• Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations
• Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner
• Maintain required documentation in an accurate and timely manner using established systems
• Maintain strict confidentiality of information provided by customer or data accessed within assigned systems
• Maintain an in-depth knowledge of assigned client's products and service, as well as policies and procedures regarding customer calls
• Establish and maintain a professional relationship with internal/external customers, team members and department contacts
• Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided

Related Duties as Assigned 

• The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
• Consequently, job incumbents may be asked to perform other duties as required
• Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
• Please contact your local Employee Relations representative to request a review of any such accommodations

Core Competencies

• Problem Solving and Decision Making
• Identifies and analyzes problems and finds solutions to them. Isolates problem areas and uses appropriate techniques to solve them
• Is able to handle customer concerns with minimal assistance
• Is able to escalate problems to supervisors and managers appropriately
• Possesses good business sense and judgment to be able to resolve customer concerns on the spot
• Always follows up as necessary and keeps the customer informed of the situation
• Attention to Detail & Multi-Tasking
• Has the ability to quickly and accurately scan for errors; relates to visual, numerical, and verbal data;also relates to generating and transmitting error-free products and work.
• Is capable of devoting optimal attention to a task or project to ensure it is completed to the highest quality standards. Is able to simultaneously manage several tasks/activities efficiently and effectively, using available resources and time constraints, and to achieve objectives in a timely, cost-effective manner with the highest-quality delivery possible
• Planning & Organizing Work
• Ability to schedule resources and one's own time in order to accomplish a goal; can include both short and long term schedules
• Organizes work tasks to maximize quality and completeness
• Basic Computer Knowledge & Orientation TowardTechnology
• Possesses basic computer knowledge and technological skills, including the ability to use search tools, browsers, and email programs
• Also expresses an interest in and willingness to learn new technology
• Basic and Applied Mathematical Skills
• Possesses the ability to add, subtract, multiply, and divide, in support of work activities
• Willing to Learn
• Rapidly absorbs new information. Learns, remembers and applies new techniques or procedures
• Is curious to learn new things and ways of doing the job
• Delights in sharing best practices with others
• Communication Skills
• Communicates in a clear and convincing manner using oral and written forms
• Is able to read, interpret, and apply written directions and guidelines
• Listens attentively and ensures understanding of what is being said
• Customer Service Orientation
• Welcomes and acknowledges each customer with a sense of urgency and provides the customer with their full attention.
• SR Sales Associate Job Description
• This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required
• Engages customers to identify their needs, address their issues, meet their expectations, and ensure their satisfaction
• Always tries to help and assist the customer in a polite, respectful, and friendly manner
• Challenges oneself to find new and innovative ways to enhance the customer experience
• Acts as a trusted advisor to customers by offering products and services that truly meet their identified needs
• Understandings and Negotiating with Others
• Identifies with and understands the feelings, thoughts, and attitudes of customers and co-workers
• Treats others with dignity and respect. Keeps the customer's or client's best interest at the heart of all decisions
• Effectively works with customers and co-workers alike to produce agreement on a course of action or on outcomes that satisfy various interests; understands the other party's motives and tactics and strives to achieve a positive result for all parties involved
• Is able to substantially influence the thoughts and actions of others; consistently convinces others to embrace a particular position or viewpoint, and/or to take a specific course of action
• Openness to Feedback and Adaptability
• Is always open to providing and receiving constructive feedback to/from others
• Demonstrates the capacity to readily change actions, opinions or behavior based upon feedback from teammates and leader
• Is able to successfully adjust/adapt his/her approach when faced with multiple demands, shifting priorities, or rapid change; handles ambiguity well
• Personal Stability
• Remains controlled in the face of pressure, complaints or failure; has the ability to think rationally and logically despite considerable pressures
• Copes well with setbacks
• Is thick-skinned when dealing with irritable customers or co-workers
• Integrity and Adherence to Policies and Procedures
• Is a trusted associate with confidential information, goods, and products
• Models the appropriate behaviors for others in the organization
• Keeps confidences, admits mistakes, and does not misrepresent him/herself for personal gain.
• Can monitor self-activities and will do what was promised
• Will admit mistakes
• Always follows procedures and appropriate policies to minimize risks
• Conscientious & Dependable
• Is committed to achieving and maintaining high work standards
• Takes personal pride in the quality and output of work
• Looks for ways to improve existing work processes
• Is responsible and reliable
• Shows up to work on time and when required
• Is available to work when needed and rarely misses scheduled work time

Qualifications

Education

• Must be 18 years or older
• High School Diploma or GED required
• Additional education may be required based on individual projects and/or locations

Experience

• Candidates need to meet the experience requirements for specific program

 Other

• Based on Project and/or Location of Project the following may be required:
• Ability to pass standardized interview
• Score acceptably on job related testing assessments
• Ability to work flexible schedules, which may include working at least one weekend day Ability to clearly communicate using a clear, distinct voice
• Based on program may need to be bilingual in English, Spanish, French, etc.
• Present offers by reading scripted presentations verbatim or paraphrasing and customizing the presentations in order to meet client requirements and bring customer issue to resolution