Team Lead, Customer Sales Advisor in Buffalo Grove, IL at Sears

Date Posted: 11/6/2021

Job Snapshot

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  • Date Posted:
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Job Description

Req/Job ID: 1006948BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Sales
Store ID: 25008: Sears Carpet -Buffalo Grove IL

Scope of Responsibility: Responsible for modeling and assisting the Customer Sales Advisor (CSA) team through appropriate presentation of complete professional sales solutions as it relates to booking and rescheduling service calls for all clean services provided by the operations.

Job Summary: The Team Lead, Customer Sales Advisor (CSA) is a working lead responsible for assisting with the management and daily leadership, coaching and development of the Customer Sales Advisors while also performing CSA job functions. The person in this role presents a complete professional sales solution by advising customers on product selection, features and benefits while maximizing order size via leads received from incoming calls and sales leads (inbound & outbound telephone calls, emails and chats). They also assist with training the CSAs on the same approach. The Team Lead, CSA also assist in addressing escalated customer concerns and complaints as needed.

Job Requirements

Job Duties/Responsibilities:
  • Provides daily one-on-one performance feedback and coaching to associates on customer sales and service issues related to the team's sales approach and goal attainment, processes and procedures, system navigational issues, and policy and procedure adherence
  • Pulls and reviews reports to identify individual and team strengths and opportunities. Documents and completes call monitoring and delivers follow-up coachings to CSA agents to improve performance results
  • Identifies training issues and assists with training as identified through daily interaction by both themselves and management
  • Provides call floor support to agents during peak volume periods, during periods when managers are away from the call floor (e.g. staff meetings), and as needed and serves as a point of contact for escalated issues as needed
  • Handles customer inquires for service received through various lead sources and makes contact with customers (inbound and outbound telephone calls, emails and chats) to present services offered and customer service inquiries
  • Presents a complete sales solution and explanation of products and services so the customer can make an informed decision
  • Asks probing questions to match services with customer needs and provides customer instructions for preparation on scheduled day
  • Provides an estimate for services and books the job to maximize revenue and efficiency
  • Utilizes computer system to record customer information, look up pricing, schedule service, and depositions calls
  • Handles and resolves customer complaints including rescheduling work for dissatisfied customers when problems exist and escalates to appropriate manager
  • Makes outbound sales calls to help build business and get new customers when there is down time in incoming calls
  • Meets required performance metrics including but not limited to availability on the phone, conversion rates, cancellation rates, average order value, booking percentage and satisfaction scores
  • Maintains adequate industry and product knowledge on all services
  • Performs other duties as assigned
Education Experience: HS Graduate or Equivalent
Years of Related Experience: 3-4 Years
License/Certificate Required: No
Driver's License Required: No
Travel Requirements: None
Age Requirement: 16+

Job Requirements:
  • Experience coaching and mentoring others in sales or call center environment
  • Proven experience working as a sales advisor or call center experience
  • Excellent organizational and consultative sales skills
  • Exceptional customer service and interpersonal skills
  • Proficient computer skills, especially in the use of all Microsoft Office programs and previous experience utilizing sales database systems
  • Ability to work in a fast-paced environment and manage multichannel systems including phone, chat, and email simultaneously via multiple computer screens
  • Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
  • Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers
  • Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
  • Ability to demonstrate self-control by maintaining composure and keeping emotions in check even in difficult situations
  • All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)


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