Thumbs-Up                POSITION DESCRIPTION       

Telemarketing Inc.

                       

                        FLSA:                        Non-Exempt

                        Last Update:                        03/05

 

 

Position Title:  “A-Team” TSR

Job Code:     

Reports To:        Supervisor

Direct Reports:

Indirect Reports: none

 

Overall Purpose and Main Objectives:

 

Provide the highest level of customer service and/or sales support by processing and/or resolving both simple and complex customer calls, supporting multiple (3 or more) programs.

 

Requires prior Company knowledge and job experience to answer sales and customer service-related questions across multiple programs and campaigns.

 

Essential Duties and Responsibilities:

 

Operations 100%

 

Responsible for responding to simple and complex calls within current turnaround standards for all programs

·         Actively listens to each caller’s requests and summarizes what is needed.

·         Refer to appropriate rules/guidelines in manuals if necessary, to provide accurate information and assure consistent service and sales.

·         Provide answers to the caller’s program or campaign specific questions.

·         Communicates with others as needed to resolve issues for a caller.

 

Provide excellent customer service and sales support to both new and existing customers by: 

·         Consistently meet or exceeds established productivity, schedule adherence, and quality standards across all programs.

·         Quickly and accurately identifying and assessing individual customer needs and taking appropriate action steps to satisfy those needs.    

·         Establish rapport over the phone quickly, and remain positive and upbeat over prolonged periods of customer service or sales

·         Communicate unpleasant or negative information in a tactful manner

·         Be flexible, adjust quickly, and react positively to change·

 

 

 

 

 

 

 

 

(cont.)

 

Required Knowledge and Experience:

 

Fully Qualified:      

 

Pre-Requisites

·         Prior experience Customer Service and Sales telemarketing to acquire the depth of knowledge and skills required to meet or exceed multiple program/campaign goals

·         Must have mastered proficiencies of a TSR for 2 or more programs 

·         High school diploma or equivalent

·         Customer service and/or sales background         

·         Ability to meet production and quality goals across multiple programs/campaigns

·         Internal candidates must be meeting or exceeding current project/campaign goals

·         Internal candidates must not be under any disciplinary probations or associated performance improvement plans

 

Critical Success Factors·    

·         Team player

·         Attention to detail 

·         Organizational skills 

·         Problem solving skills 

·         Effective communication skills (verbal and written)·   

·         Ability to work independently and make sound decisions in a fast paced environment

·         Ability to transfer knowledge to peers· 

·         Ability to mentor    

·         Quality Assurance

·         Project skills 

·         Interpersonal skills   

·         Presentation skills    

·         Flexibility in following a schedule provided by Operations Management

 

Physical Requirements:

 

Physical demands such as confinement at workstation, irregular hours including holidays.

 

"The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel so classified."

 

Reviewed by:                                                                    Date:                             _

 

Approved by:                                                                    Date:                             _