Inbound Telesales Representative - Dallas/Fort Worth
About the role
The Inbound Telesales Representative is responsible for handling a high-volume of incoming telephone calls and live chat inquiries from customers contacting Henry Schein to place orders, inquire about products, and assist with related issues. This role proactively recommends products and promotional items to enhance customer experience and drive additional sales opportunities. In addition, the Inbound Telesales Representative addresses customer concerns and complaints, and partners with other teams to facilitate returns, reorders, and credit-related issues. The position also works closely with management to obtain approval for pricing overrides and to review exceptions related to product shortages and availability.
Responsibilities
- Receives and handles telephone calls from customers calling to place orders, inquire about products, and assists with other related questions
- Engages with customers and responds to inquiries via live chat
- Suggests related products (cross-selling) or upgraded products (up-selling) to the customer to purchase
- Informs customers of promotional items and manufacturer's specials, utilizing consultative sales techniques
- Handles customer complaints, typically regarding pricing errors or items on back order
- Forwards elevated calls to management, including competitor price matching issues, which fall below guidelines
- Attends monthly team meetings and completes all compliance trainings
- Remains current in product knowledge, selling best practices, and industry trends
- Affords assistance to internal and external customers, navigates Henry Schein and finds solutions to various problems
- Participates in special projects and performs other duties as required
Requirements
- Bilingual in Spanish preferred
- Strong selling skills
- Negotiation skills
- Ability to answer a high volume of incoming calls
- Able to call out as needed
- Able to learn applicable computer systems (AS-400, live chat platform, Salesforce, Siebel, Workday etc.)
- Works independently with limited supervision
Skills
- Work independently with limited supervision
- Very good time management skills and the ability to prioritize work and meet deadlines
- Very good attention to detail and accuracy
- Customer service oriented and ability to work with complex issues
- Very good interpersonal communication skills
- Very good written and verbal communication skills
- Maintain confidentiality and highly sensitive information
- Work in a team environment
- Multi-task
- Establish productive working relationships at multiple levels within the organization
Qualifications
- Typically 2 or more years of related experience
- Typically High School education, vocational training and/or on-the-job training
- Bachelor’s degree preferred
Pay
The posted range for this position is $38,993 - $53,616 which is the expected starting base salary range for an employee who is new to the role to be fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc. At the time of this posting, this position is eligible for an incentive not reflected in the posted range subject to the achievement of the plan.
Benefits
- Medical, Dental, and Vision Coverage
- 401K Plan with Company Match
- PTO
- Paid Parental Leave
- Income Protection
- Work Life Assistance Program
- Flexible Spending Accounts
- Educational Benefits
- Worldwide Scholarship Program
- Volunteer Opportunities