Customer Acquisition Specialist

Job Title: Customer Acquisition Specialist

The Customer Acquisition Specialist interfaces with businesses via outbound calls for the purpose of selling products and services, including fiber. This position is responsible for processing business orders and sales, providing/receiving information, selling client products/services, as well as providing basic customer service support.

Essential Functions/Core Responsibilities:

- Achieving specific sales targets and maximizing sale opportunities on each and every call.
- Use non-scripted probing techniques to determine business needs and offer the most appropriate product or service to address their needs.
- Maintain broad knowledge of products, pricing, promotions, and procedures.
- Ensure service delivered to our customers meets contractual sales goals and other Key Performance Indicators (‘KPIs’).
- Greet business customers in a courteous, friendly, and professional manner using agreed-upon procedures.
- Listen attentively to business customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.
- Clarify business customer requirements; probe for understanding, use tools and resources to appropriately provide resolution to the customer.
- Prepare complete and accurate work including appropriately notating accounts as required.
- Participate in activities designed to improve business customer satisfaction and sales performance.

PREFERRED KNOWLEDGE SKILLS, ABILITIES:

- Experience in a service industry where outstanding customer service is paramount.
- Ability to navigate computer systems and the ability to type.
- Has a strong comfort level in conducting Internet searches.
- Ability to multitask (i.e., talking, listening, entering and documenting information simultaneously while managing the pace of the call and maintaining focus on the customer).
- Great attitude and passion to assist customers.
- Strong work ethics (i.e., good attendance, team player, passionate about meeting performance expectations).
- Computer savvy (i.e., ability to navigate from system to system with ease AND to multi-task).
- Ability to demonstrate patience in all customer contact situations.
- Adapts well to constant change.
- Very content with having scheduled break and lunch times.
- Ability to comprehend information quickly and educate customers with clear and concise delivery.
- Maximize opportunity to build rapport with the customer.
- Maintain a pleasant and professional tone.
- Ability to problem solve by asking relevant probing questions.
- Demonstrate active listening by paraphrasing information shared by the customer.
- Ability to use available resources to address customer questions.