Inbound Sales Associate Position-University area

Interested applicants must have at least one year ofsales experience(requiring a quota) and customer service experience.

Dimension & Scope:

Inbound Sales Associates interface with customers via inbound calls for the purposes completing customer requests, providing customer education and up selling OnStar products and services.

Principal Duties and Responsibilities:

Employees in this position will primarily beresponsible for handling inbound calls regarding OnStar subscription renewals as well as hands free calling minutes,These calls have an up-sell component that is critical to client performance. In addition, employees may from time to time handle inbound calls with requests for service or information. Therefore, employees must greet customers in a courteous, friendly, and professional manner using agreed upon quality procedures.

* Listen attentively to customer needs and concerns; demonstrate empathy and sincerity in wanting to resolve their issues
* When handling inbound service requests, employees will clarify customer requirements; probe for and confirm understanding of requirements or problem
* Meet customer requirements through first contact resolution
* Confirm customer understanding of the solution and provide additional customer education as needed
* When handling inbound OnStar calls, employees will create an engaging and interactive environment to provide the customer with information about the OnStar service
* Employees will use customer feedback and sales cues to complete a basic sales pitch and rebut objections when needed
* For all call types, employees will prepare complete and accurate work and update customer file with comments
* Communicate effectively with individuals/teams in the program to ensure high call quality and timely expedition of customer requests
* Contribute ideas on ways to resolve issues to better serve the customer and/or improve productivity
* Participate in activities designed to improve customer satisfaction and business performance
* Use decision-support tools to respond to common customer work/service order inquiries and requests
* Solve problems using agreed upon procedures
* Offer solutions to basic customer issues
* Maintain knowledge of OnStar products and/or services, sell customer services/phone minutes, by communicating features and benefits
* Sales quotas averaging 32% must be met monthly.
Education & Professional Certifications:
High school diploma or equivalent experience.

Candidate Profile:

* Proficient computer keyboarding and navigation skills are required
* Willingness to rotate shifts and work overtime as needed
* Candidates must have the ability to learn in classroom and self paced situations
* Must be very courteous with a strong customer service orientation, professional voice tone and communication skills
* The position requires highly dependable people with proficient attention to detail
* Good listening and responding skills
Environment, Physical & Other Requirements:

* Ability to perform work at a computer/telephone station in an office environment
* Position is primarily sedentary
* May stretch or stand at workstation for short periods at employee's option, as long as such activity does not detract from the employee's work, or interfere with other employees
* Position requires repeated call-answering in a contact center capacity, which also requires the use of a standard headset that covers both ears