AT&T Full-Time Sales Support Representative Job Overview

Sales Support Representative

Job Duties:

• Provide a consistent excellent customer service experience by maintaining the highest degree of courtesy, confidentiality and professionalism.
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document the interaction through contact tracking.
• Interfacing with other departments on customer's behalf when necessary.
• Handle all administrative aspects of customer interaction: completing customer contracts and warranties, pulling products from inventory, accepting customer payments and filing the completed orders.
• Interfacing with other departments on customer's behalf when necessary.
• Improve store throughput by resolving customer service queries in a timely manner with a high level of customer service.
• Recognize customer problems and resolve to customer satisfaction directly or transfer through to proper department.
• Use computer terminal and company operations systems to establish billing features for client and respond to inquiries.
• Provide timely quality controlled and accurate data entry support for customer transactions utilizing retail systems; perform transactions with accuracy and efficiency and in compliance with company policy and procedures
• Provide quality service and support in a variety of areas including, but not limited to: billing, equipment, roaming, features, voicemail, wireless coverage and system troubleshooting.
• Perform the following customer transactions: contract renewals, accessory sales, feature sales, equipment upgrades, and buyer’s remorse equipment return/exchange; assess customer needs and up-sell where appropriate.
• Maintain high level of knowledge of operational policies & procedures and retail systems.
• Managing a cash drawer and daily deposits of funds.

Sales Support

• Assist sales staff in completing sales transactions, including pulling inventory, completing paperwork and performing/completing POS transactions.
• Answer inbound phone calls, take messages and distribute leads to next available sales personnel.
• Handle phone inquires from customers on billing issues, payments, upgrades, trade-ins, service changes returns.
• Maintain working knowledge of all advertising, promotions, price plans, service features and equipment.
• Assist with the cross selling of all additional wireless features and accessories.
• May be required to meet sales quotas.
• Facilitate a warm hand-off to sales staff for tasks such as activating service or adding service to existing accounts; refer customers to other resolution resources outside store when appropriate, such as Manufacturer Support, Accounts Receivable, etc
• Generate reports, research transactions, and respond to inquiries as needed.
• Maintaining store appearance including store opening and closing procedures.

Preferred Qualifications

• A high school diploma or equivalent required, Associates degree preferred
• Excellent interpersonal, verbal and written communications skills and attention to detail.
• The ability to multi-task in a fast paced team environment
• 1-3 years of retail sales experience with key holder/cash handling responsibilities is preferred
• Computer proficiency (MS Office), ability to operate wireless equipment, photocopier and facsimile machine is essential.
• Must be able to work a flexible schedule including evenings, weekends and holidays A min. of one year of exp. in a sales organization, preferable in retail.
• Bi-lingual a plus.