Job Description The Inbound Call Agent - Soft Sales is responsible for handling incoming calls from potential and existing customers, providing exceptional service, understanding their needs, and gently guiding them towards relevant product or service solutions. This role emphasizes building rapport, actively listening, and offering value-driven recommendations rather than employing high-pressure sales tactics. The ideal candidate is empathetic, articulate, and passionate about helping customers find the best fit for their needs.
Responsibilities: - Handling Inbound Inquiries:
- Answering incoming phone calls promptly and professionally.
- Actively listening to understand the caller's needs, questions, and pain points.
- Providing accurate information about products, services, pricing, and promotions.
- Building Rapport and Trust:
- Creating a positive and welcoming interaction with each caller.
- Demonstrating empathy and understanding towards customer needs and concerns.
- Building trust through clear communication, product knowledge, and a genuine desire to help.
- Identifying Customer Needs:
- Asking insightful questions to uncover the caller's underlying requirements and objectives.
- Effectively diagnosing customer challenges and identifying potential solutions.
- Providing Consultative Recommendations:
- Gently introducing relevant products or services that align with the customer's identified needs.
- Clearly explaining the benefits and value proposition of recommended solutions.
- Tailoring recommendations to the individual customer's situation.
- Guiding Towards Solutions (Soft Close):
- Encouraging customers to take the next step in the buying process in a non-aggressive manner.
- Offering options and providing clear instructions on how to proceed.
- Focusing on the value and positive outcomes for the customer.
- Accurate Record Keeping:
- Documenting all call details, customer interactions, and sales-related information accurately in the CRM system.
- Updating customer profiles with relevant information.
- Meeting Soft Sales Goals:
- Achieving established goals related to lead conversion, average order value, or other key performance indicators focused on customer satisfaction and value-driven sales.
- Consistently striving to provide excellent service and identify opportunities to assist customers.
- Product and Service Knowledge:
- Maintaining a comprehensive and up-to-date understanding of the company's products and services.
- Staying informed about new offerings, features, and benefits.
- Continuous Improvement:
- Participating in ongoing training and coaching to enhance soft sales techniques and product knowledge.
- Seeking feedback to improve call handling skills and customer interactions.
Requirements Qualifications: - High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
- 5 years of experience in a customer-facing role, preferably in inbound sales, customer service, or a related field.
- Excellent verbal communication and active listening skills.
- Strong interpersonal and rapport-building abilities.
- Ability to understand customer needs and provide tailored solutions.
- A patient and empathetic approach to customer interactions.
- Basic understanding of sales principles and techniques (with a focus on soft selling).
- Proficiency in using CRM software and phone systems.
- Strong organizational and time management skills.
- Positive attitude and a customer-centric mindset.
- Ability to work independently and as part of a team.
Physical Demands: - Primarily sedentary work, requiring sitting for extended periods.
- Frequent use of hands and fingers to operate computer and telephone equipment.
- Ability to hear and speak clearly on the telephone.
Work Environment: - Call center environment with moderate noise levels.
- Requires adherence to call center schedules and performance metrics.
Benefits This is a Temp-toHire position after passing the 1 year Sales Goals.