Customer Care Professional - Soft Sales

IFB Solutions•Winston-Salem, NC

41d•$14•Remote

About The Position

The Customer Care Professional supports a remote contact center environment by responding to inquiries, resolving issues, and educating customers across multiple communication channels.

Requirements

Must have excellent communication and interpersonal skills.
Must have a strong ability to listen, identify customer needs, and recommend appropriate solutions.
Must have a basic understanding of sales techniques and the ability to engage in soft sales (offering additional services or products).
Must be proficient in handling multiple tasks in a fast-paced environment.
Must have the ability to work independently and as part of a team.
Must have basic computer skills, including experience with Microsoft Office and CRM systems.
Must be able to work flexible hours.
Must be able to make decisions with varying amounts of guidance.
Must ne able to follow non-technical/technical directions.
Must be able to work under a tight deadline and have the ability to handle frequent changes in procedures.
HA high school diploma, GED or equivalent is required.
A minimum of 1 year of experience in a customer service call center position is required.
A minimum of 1 year of sales experience, preferably in soft sales, or upselling in a customer service environment is required.

Nice To Haves

Some business classes, vocational/technical training is preferred.
Bilingual (English/Spanish) communications skills are a plus.

Responsibilities

Provide excellent customer service by answering calls and responding to customer inquiries via phone, email, SMS or chat.
Actively listen to customers' needs and offer solutions that best meet their preferences or resolve issues.
Utilize soft sales techniques to offer product or service recommendations in a helpful, non-pressuring manner.
Build and maintain positive relationships with customers to foster repeat business.
Meet or exceed individual and team performance metrics such as call quality, customer satisfaction, and sales conversion rates.
Maintain accurate records of customer interactions and follow-up actions in the CRM system.
Adhere to company policies, procedures, and performance standards.
Collaborate with team members to improve processes and contribute to a positive work environment.
Assist other personnel as time and knowledge permit.
Participate in training and meetings as requested.
Perform other duties as assigned.