The Sales and Product Support Consultant position is designed to address performance needs within the call center while achieving multiple objectives for the PartsDirect business.
The core function of the position is to use knowledge about products and services to improve sales and the customer experience through the continuous training and development of our PartsDirect sales agents.
Using product knowledge about major appliances, lawn and garden equipment and electronics to assist associates to make the most effective offers to the customer. Analyzing data from various sources to determine gaps in proficiency in tool use and overall technical product knowledge required to drive sales. Tracking performance and determining next steps for improvement based upon recurrent training and individualized/group coach settings. Providing guidance for redesigning curriculum as required addressing performance deficiencies. Providing detailed, actionable feedback to both agents and Team Managers to ensure clear expectations/setting of reasonable, achievable goals. Ensuring effective communication and partnership with matrix partners to create robust tools and techniques that will drive significant performance from the call center. Reviewing PartsDirect training and partnering with Training to ensure its content is relevant to current trends in call volume. May provide initial training on specific tools and techniques in the New Hire class and ensures that PartsDirect agents feel comfortable using the tools and providing the correct offerings. Monitoring and addresses areas of compliance in utilizing tools within PartsDirect. Developing innovative ways to track, assess and improve agent procedural compliance to departmental/ organizational quality standards, associate efficiency (AHT), sales techniques, and processes/ procedures. Create and deliver innovative training methodologies that integrate technical knowledge with the expertise of our systems to improve sales and our customer experience. // REQUIREMENTS: High School diploma or equivalency required; Bachelor’s degree preferred. Minimum of two years call center management experience preferred. Technical and project management experience preferred. In depth Technical knowledge of PartsDirect or a similar business required. Highly skilled in problem solving, conveys innovative ideas and can communicate/articulate complex theories to senior levels of management. Ability to analyze data, discover trends, determine solutions based on findings. Demonstrated leadership and analytical skills; attention to detail; strong interpersonal and communication skills and proven administrative skills are necessary. Proficiency in Microsoft Office and spreadsheet software programs is a must. Effective relationship building and communication skills; ability to interact across a broad range of organizational levels and functions.
2 - 5 Years Experience
Preferred Minimum Education
Bachelors Level Degree
On Occasion (Less than 5%)
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