Job Purpose
This position is responsible for representing altafiber's brand equity in a retail setting, as well as through outbound calling, with a high level of quality service that exceeds our customer's expectations, excels in needs assessment, connected home solutions, consultative selling, and has a thorough understanding of the products and services offered in the store as well as the systems and processes that support them. The Connected Solutions Consultant is the personal representative of altafiber to every customer who comes into the store as well as over the phone through outbound calling. This position carries the responsibility of presenting a positive, friendly, professional and knowledgeable image to the altafiber customer.
Essential Functions
- Provide high quality service to all altafiber customers and potential customers that enter or call the store
- Utilize outbound dialing with a focus on customer acquisition and up sell while utilizing connected home products and services.
- Initiate and obtain sales through lead lists while meeting productivity metrics
- Effectively multi-task between account management, providing feedback to customers responses, offering solutions, discussing product options, and generating service through multiple ordering systems
- Assess the customer's needs and provide optimal communication & smart home solutions as well as applications from our product and service line that meets their needs within identified constraints such as budget and availability
- Provide helpful, professional, and courteous assistance on altafiber related services that fall beyond the scope of the services offered at the store
- Take ownership of thoroughly understanding the features and benefits of all services and products offered, including bundles and new products and services offered
- Take ownership in knowing connected home devices and solutions offered in
- Take ownership for knowing about and understanding our promotional offers
- Take ownership for understanding the systems that support our products and services
- Thoroughly understand all aspects of the store POS system, including sales order entry, returns, exchanges, cash management reports, inventory management, in store technology, in store devices, accessory setup and reports and other applications as they may be developed
- Demonstrate an outstanding understanding and application of all store operating procedures
- Demonstrate superior team skills that lead and support other team members in our mission to serve the customer and operate a highly professional store operation
- Attain sales and service goals as defined by store manager and customer feedback
- Provide consistent documented customer sales and follow up
- Successfully demonstrate a superior application of all training provided
Education
- Two years of College/Technical School resulting in an Associate's Degree or equivalent
- Relevant education and training courses desired
Experience
- 1 to 2 years of relevant telecommunications, retail sales, and customer service experience desired
Special Knowledge, Skills, and Abilities
- Superior listening skills. Intelligent, able to absorb and demonstrate a thorough understanding of a broad range of products, services, procedures, and systems
- Superior consultative selling skills, needs assessment skills, problem-solving skills, and integrative thinking. Smart home knowledge or products & solutions
Other:
- Requirement to spend time in both the retail store location, as well as Downtown Cincinnati in the altafiber Corporate office.
Qualifications
Education
- Two years of College/Technical School resulting in an Associate's Degree or equivalent
- Relevant education and training courses desired
Special Knowledge/Skills
- Superior listening skills
- Intelligent, able to absorb and demonstrate a thorough understanding of a broad range of products, services, procedures and systems
- Superior consultative selling skills, needs assessment skills, problem solving skills and integrative thinking
- Smart home knowledge or products & solutions
