ESSENTIAL FUNCTIONS
Duties include, but are not limited to:
? Promoting and/saving products and services
? Providing an excellent customer experience via phone
? Negotiating and completing save/service order requests from customers.
? Working with customers patiently, tactfully, and efficiently
? Accurately informing customers of various fees and adjustments.
? Providing options to the customer based on product and service needs.
? Active listening skills
? Ability to follow tactical call flows to optimize the customer experience.
KEY COMPETENCIES
? Customer Focus?stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer.
? Adaptability?responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change.
? Communication?keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). ?Over-communicates? key messages about Artech to internal and external audiences. Delivers clear and effective verbal and written messages.
? Ethics / Acts with Integrity?demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.
? Initiative?seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality.
? Shaping and Driving Strategy?has a clear business focus and develops aggressive strategies to achieve competitive advantage. Translates vision and strategies into practical objectives and ?street-smart? actions. Drives for results. Holds others accountable by monitoring and measuring performance.
? Sound Judgement and Decision Making?applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions.
? Team Player?promotes effectiveness of Artech as a whole by supporting common processes and measurements. Works effectively in partnership with others both across Artech and with customers to achieve business goals.
