Customer service inbound sales representatives spend most of their workday taking calls from a company's existing customers and recommending additional products. One of their major duties is to increase revenue for the firm by closing sales over the phone. These sales reps typically must navigate multiple computer databases and programs while speaking to the customer. They use the information in the databases to make recommendations to the customer, place orders and document the transaction.
Inbound Phone Calls
An inbound service and sales representative primarily takes phone calls from current customers. He spends most of his time at a desk answering calls that are waiting in a queue. Occasionally he may have brief waiting periods between calls. In a few situations, he may need to make calls. If a customer's issue needs extensive research, the rep may agree to call the customer later with a resolution. The rep might also need to transfer a customer to another department to complete a request.
Customer Service Duties
In any call, the sales and service representative may be placing an order while also answering questions or resolving customer issues. Customers may be calling in response to an advertisement or promotion they received in the mail, but aren't sure exactly what they want to order. The service rep not only must answer the customer's questions but ask probing questions to determine what the customer needs. When the interaction begins, she asks the customer for basic account information, pulls up the customer's history in a database and analyzes it to see what to recommend.
Most sales and service representatives must meet monthly targets. The targets might be a certain number of new orders or a orders for a specific product line. Once the rep analyzes the customer's data and determines what he might be looking for, he recommends products or services that match the customer's situation. For example, a customer who is complaining about the cost of her cellphone plan may benefit from a different rate plan and a phone upgrade.
Inbound service and sales representatives are responsible for a variety of light administrative tasks. They typically document the main points that were discussed with the customer, as well as what the customer decided and why he called. Reps usually initiate the ordering process and may create new accounts. They may use other software tools that help the company track call and order trends.
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