Chat Support Sales  

In this role, you will engage with customers who will book to online with the goal to convert online inquiries to sales. You will need to identify optimum opportunities to engage online customers and utilize progressive communication channels to exceed the customer`s expectations.

Responsibilities:

• Provides sales support to increase online sales by focusing on the customer`s needs
• Uses knowledge and selling techniques to build value in the product tailored to the customer, overcome objections & solve prospect or policyholder problems to convert leads into sales.
• Seeks to understand the customer`s needs
• Cross-sells
• Builds strong partnerships across supporting departments and operations.

• minimum of 12 months Chat support SALES experience
• Strong critical thinking skills are necessary for success in this virtual role
• Remote agents are expected to provide their own equipment to support work-from-home
• Above-average computer literacy and ability to navigate systems and utilize windows- based applications and perform minor trouble-shooting actions
• Ability to work independently, adhere to work schedule and manage regular duties with virtual supervision and support

Must be able to read, speak and write in English

• Must be able to type 50 WPM with 0 errors
• Must be proficient on the computer which includes being able to navigate around the web
• Must be motivated and sales driven
• Interpersonal skills and strong communication skills is a must!
• Must be able to multitask
• Identify and handle all customer inquiries completely and accurately via Phone, Email and/or Chat as determined by the business needs
• Resolve customer complaints and problems to the satisfaction of the customer and escalate as needed to a call center lead agent or supervisor
• Utilize customer service and sales skills to optimize the opportunity of each customer contact
• Educate and recommend Carter’s and OshKosh products to the customer maximizing opportunities to upsell or cross-sell company products and services
• Schedule, assign or act on any required customer follow-up in accordance with Contact Center guidelines
• Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information per standard operating procedures
• Utilize contact centre CRM technology and tools as directed and within established guidelines
• Maintain confidentiality of the organization’s customer data
• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
• Successful employees must communication, have consistent and regular attendance, exhibit a positive attitude and meet KPI goals for quality and productivity