Sales Call Center Specialist

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As one of the largest utility distribution organizations in America, we constantly strive to bring our best to our customers, suppliers, and fellow associates. Irby Utilities is uniquely positioned to provide dynamic solutions to essential utility services impacting our local and broader communities.

Job Description

At Irby, we rely on knowledgeable professionals to interact with our valued customers when they have questions or concerns. We're looking for a highly skilled call center sales representative to join our team, managing a high volume of inbound and outbound calls. The ideal candidate is a quick learner who can memorize scripts and adapt them as needed as issues arise during a call. He or she will be handling a variety of important supportive tasks, providing answers, insights, instruction, and purchase assistance. As the voice of our company, the call center specialist must possess excellent communication and interpersonal skill, and enthusiasm for helping consumers and driving satisfaction.

• Place outbound calls to customers to promote new products and services.
• Ensure call records are properly stored and organized in a call center database.
• Ensure daily shift call quotas and set targets are achieved.
• Conduct research to identify solutions and answers to difficult client issues.
• Making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and de-escalating situations involving dissatisfied clients, offering patient assistance and support, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Provide periodic reports to company management on work activities.
• Oversee the processing and implementation of orders, applications and forms submitted by customers.
• Monitor trends in customer calls and alert management in event of any suspicious activity.
• Upsell products and services to customers when providing telecommunication solutions.
• Utilize software, databases, scripts, and tools appropriately.
• Make sales or recommendations for products or services that may better suit client needs.
• Take part in training and other learning opportunities to expand knowledge of company and position.
• Identify and escalate priority issues and reporting to the high-level management.
• Route inbound calls to the appropriate resources.
• Follow up complicated customer calls where required.
• Complete call notes and call reports as necessary and update accordingly in the CRM.
• Record details of comments, inquiries, complaints, and actions taken.
• Manage administration, communicating and coordinating with internal departments.
• Leverage in-depth knowledge of a company's products and/or services.
• Adhere to all company policies and procedures.
• Fulfill other duties as assigned.

• 1-3 years of experience in a call center environment.
• High School Diploma or equivalent. More education or experience may be preferred.
• Exceptional customer service, active listening ability, and verbal and written communication skills.
• Proficiency with computers, especially with CRM software, and strong typing and data entry skills.
• Ability to work with others in a close, fast-paced manner.
• Strong time management and decision making.
• Adaptability and accountability.
• A patient and empathetic attitude.
• Troubleshooting ability, either basic or advanced, depending on the role and industry.