Customer Care Professional - Soft Sales

Customer Care Professional - Soft Sales

Reports to: Director of Staffing Operations

Supervises: N/A

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

Essential Job Functions

• 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.

Marginal Job Functions

• Assist other personnel as time and knowledge permit.
• Participate in training and meetings as requested.
• Perform other duties as assigned.