Customer Service Specialist

Job Title: Customer Service Specialist

Job Category: Customer Service

Product: (Not Product Specific)

Date Posted: 07/18/2008

Job Code: 237512

Location: WA - Issaquah

Travel Required:

The Inbound Telesales Agent provides sales and licensing information to strategic Microsoft customers regarding all Microsoft products and programs.

Deliverables/Tasks
Telesales Service Delivery
o     Provide sales consultation by delivering accurate and timely pre-sales product and licensing information
o     Promote Microsoft programs and current offerings associated with them
o     Introduce Microsoft products or solutions to effectively up-sell identified opportunities
o     Resolve complex or difficult customer service issues

Sales Lead Generation
o     Consistently identify sales opportunities
o     Create and submit sales leads to Inside Sales agents

Customer Feedback
o     Provide customer or partner feedback to Microsoft regarding satisfaction with products, programs and other services
o     Effectively communicate with Account, Product, Program or Team Managers to resolve escalated issues

Product and Licensing Knowledge
o     Demonstrate credible product knowledge and the ability to align technology to solve business problems
o     Demonstrate understanding of licensing programs
o     Demonstrate ability to navigate and guide customers on the Microsoft web site
o     Conduct research for complex product, licensing and customer service issues to deliver accurate solutions to customers

Content and Process Knowledge
o     Review informational resources and communicate to appropriate audience when updates are needed
o     Recommend process improvements to management