Customer Care / Sales Associate

Customer Care / Sales Associate - AT&T Bronze General DescriptionProvide World-Class Customer Care Representation to telecommunication customers. Answer inbound customer inquires regarding billing issues, products, services act. Address and resolve all customer questions, issues and needs on the initial call. The Associate will follow-up unresolved initial calls on a same-day basis assuring resolution and total customer satisfaction.  Average calls answered objectives are approximately 40 calls per agent per day. The up-sell / cross-sell portion of the call is addressed upon completion of the Customer Care portion of the call.  As appropriate on each call, all agents will be required to promote company products and services, including HSI (high-speed internet access-DSL), LD, DISH, Cingular WS.  The required sales ratio is 1:20, specifically 1 sale of the afore-mentioned 4 products across every 20 customer care calls.  The 1:20 sales ratio equates to approximately 2 sales per agent per day. Specific Job Responsibilities Act with the highest degree of professionalism, and maintain the voice of the high-profile client Meet and exceed all predetermined client and SGS performance specifications and expectations on a daily basis; approximately 40 Calls Answered per agent per day, and 2 Sales per agent per day Meet or exceed minimum requirements for telemarketing process and results measurements (i.e. Number of calls and dials, active time percentage, etc.) To ensure activity levels are sufficient enough to drive productivity results Meet or exceed minimum requirements for data entry, maintenance and accuracy Participate in maintaining a quality system process as prescribed in an ISO 9000 registered company Report in a timely manner any unresolved customer issues to the Program Manger or Supervisor Communicate in a timely manner any unresolved customer issues to the Program Manager or Supervisor Resolve customer inquires and request concerning billing, address changes, service shut off/turn on, information, products, program, services, etc Attend and participate in all client and SGS training as required Communicate any program process enhancement suggestions to the Program Manager or Supervisor in a timely manner Perform other duties or projects as assigned by the Project Manager or Supervisor Education/Experience/Skills Required High School diploma or GED, telecommunications billing / sales experience preferred Sales, marketing, customer service and /or applicable administrative experience Excellent verbal and written communication skills; proficient reading skills required Basic PC keyboarding skills; basic Microsoft Office experience; multi-tasking applications preferred; telecommunications applications experience preferred Self-motivated, flexible, team-oriented, prompt; high level of attendance and seat-adherence is required Utility industry familiarity or experience a definite plusHours Of Operation (must be flexible with rotating schedule during training and production): 7am - 10pm Monday – Friday 8am - 6pm Saturday  Email: syr@suth.com Call: 315-634-5757 ask for a recruiterDrop by: 9am to 11am or 1pm to 4pm. Sutherland at The Galleries441 S. Salina St. Syracuse, NY, 13202