D2C Sales and Service Representative - Remote

SUMMARY

This is a unique opportunity to join our growing Customer Care and Consumer Engagement Team as a Consumer Sales & Service Representative. This role combines elements of customer service, relationship management, sales, and post service experience. You will serve as the main point of contact for our Online / eCommerce direct consumers and help drive our internet sales while building a loyal consumer following.

TYPICAL DAY AT WORK

As our Consumer Sales & Service Representative, you will be responsible for advocating brand and consumer loyalty while promoting effortless experiences with our products and services and maintaining effective and ongoing sales support. This includes consultation and resolution services that encompass the entire purchase order to fulfilment and related service process. You will work to help us continue to "Shape Living for the Better" while building lasting relationships directly with our online, digital and phone consumers.

KEY ACCOUNTABILITIES

• Responsible for qualifying consumers, developing interest, and closing sales of major appliances, accessories, consumables, ESAs, etc. through follow-up, outbound cold calls, chats, and emails

• Service consumers seeking assistance via various engagement channels such as phone, email, chat, etc.

• Understanding of all major and minor product and service categories

• Results oriented to drive departmental revenue goals through the suggestive selling of major appliances, extended service agreements, parts, and accessories to consumers

• Meet daily, weekly, monthly, and quarterly goals in all targeted key metric categories

• Exceed established key performance indicator metrics such as: quality, consumer satisfaction, attendance, adherence to schedule, service call avoidance, average handle times, and resolution

• Leverage voice of the consumer to identify and make recommendations, utilizing a continuous improvement and innovative mindset

• Assisting consumers in navigating Electrolux's websites and placing orders online

• Providing knowledgeable answers to questions related to products, pricing, service agreements, warranties, and availability

• Listen and understand consumer's needs and provide real, effective solutions while delivering exceptional customer service

• Document standard operating procedures for all areas of the consumer journey, including escalation paths, inventory inquiries, site navigation, returns, and exchanges

• Share successful selling techniques with colleagues

WHO YOU ARE

• You are detail-oriented; able to effectively manage multiple tasks and deliver in a fast-paced environment.

• You have excellent verbal and written communication skills and can professionally engage with others (ex. consumers/customers, leadership and peers).

• Strong problem-solving and critical thinking skills, the ability to weigh all your options and choose the best one is essential when you have to make a decision or solve a problem

• Strong time management and follow-up skills are a core part your repertoire.

• Demonstrated interpersonal skills and the ability to negotiate and persuade customers.

• You are flexible and adaptive to internal processes and change, delays or unexpected events.

• You have innate curiosity and a drive for continuous improvement.

• You have strong listening skills and can listen well in order to understand others allows you to respond to your customers' needs, wants, and concerns.

• You possess solid level knowledge of our products and services, along with a demonstrated ability to identify areas of opportunities, understand priorities, deliver on KPIs, and complete assignments positive results.

DESIRED QUALITIES

Energy/Openness/Agility/Growth

Energy: Inspires and engages people while fostering a culture of accountability and ownership. Delivering results, positively influences others and leads oneself, demonstrating ambition and drive.

Openness: Encourages cross-collaboration, leveraging on diversity and open feedback. Keeps the end consumer and customers in mind through an outside-in perspective.

Agility: Analyses and adapts to different people and situations, remaining composed during ambiguity. Displays adaptability, good judgement and decision-making skills.

Growth: Develops talents and learns new skills; Demonstrates innovative mind-set, able to help others and coach oneself.

MINIMUM QUALIFICATIONS
Required:

• 1-3 years of experience in Customer Service in a contact center with Phones, Online, Digital, Chat and consumer call center field

• Minimum 1 year of experience with consumer goods sales

• Ideal candidates should exhibit excellent interpersonal, listening and selling skills

• Strong verbal and written communication skills a must

• Computer proficiency in Microsoft Word, Excel, Outlook - PowerPoint a plus

• SAP or similar workforce systems knowledge and experience

• Ability to navigate between multiple and concurrent applications

• Ability to take initiative and effectively adapt to ongoing changes

PREFERRED QUALIFICATIONS

• Bachelor's Degree

• Three (3) plus years of experience in Sales, eCommerce and Customer Service in a contact center with Phones, Online, Digital, Chat and consumer call center field

• Experience with back-office functions

While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone. The employee frequently is required to walk and sit. The employee is occasionally required to stand. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

This position works in a typical office environment. The noise level in the work environment is usually moderate. Occasional travel may be required.

Electrolux Home Products, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

Please be advised that we are unable to offer visa sponsorship for this position at this time.

Find more on:

Electrolux North America: https://www.linkedin.com/company/electrolux/life/northamerica/

Electrolux Home Products, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.