Responsible for responding to consumer inquiries and conducting outbound follow-up campaigns to assist boat and ATV shoppers and facilitate an introduction to their local Tracker Boat Center sales team. Also provide support for event and service campaigns through outbound calls to customers and prospective customers.
1. Help Boat and ATV shoppers with their information needs and set appointments with Tracker Boat Center team members at company-owned and independent dealerships.
2. Acquire and maintain company and product knowledge needed to assure quality response to customer inquiries.
3. Master and employ the Company's Consultative Sales Process as it relates to telephone engagement.
4. Achieve Tracker Way Certification.
5. Work within and support the Process Driven Environment of the Customer Care Call Center.
6. Collaborate with retail store and Boat Sales Connection teams to produce satisfying outcomes for customers.
7. Employ best practices for handling of inbound email inquiries and in/outbound telephone communications as prescribed by team leaders.
8. Support other team members as needed.
9. Contribute to team process improvement efforts designed to deliver efficient and customer-centric outcomes.
10. Perform contact documentation and reporting tasks prescribed by team operating standards.
11. Support accomplishment of personal and team goals.
The individuals selected for this position will be measured on performance metrics for prompt response, superior customer satisfaction and completion of scheduled appointments.
The ideal candidate will have:
Inbound/outbound call center/customer support center experience
Strong telephone skills, including voice quality, enunciation, grammar, listening
Excellent writing skills, including ability to compose grammatically correct consumer communications
Punctual and reliable work attendance
Proficiency with office and call-center software, e.g., web browsers, Word, Excel, PowerPoint, CRM applications
Solid selling skills and strong goal orientation
Excellent time management and organization skills
The ability to succeed in a fast-paced goal, oriented environment
Team-orientation and positive attitude