Customer Care Professional - Soft Sales

Customer Care Professional - Soft Sales

Reports to: Director of Staffing Operations

Supervises: N/A

Summary Statement: The Customer Care Professional supports a remote contact center environment by responding to inquiries, resolving issues, and educating customers across multiple communication channels.

Essential Job Functions

• Provide excellent customer service by answering calls and responding to customer inquiries via phone, email, SMS or chat.
• Actively listen to customers' needs and offer solutions that best meet their preferences or resolve issues.
• Utilize soft sales techniques to offer product or service recommendations in a helpful, non-pressuring manner.
• Build and maintain positive relationships with customers to foster repeat business.
• Meet or exceed individual and team performance metrics such as call quality, customer satisfaction, and sales conversion rates.
• Maintain accurate records of customer interactions and follow-up actions in the CRM system.
• Adhere to company policies, procedures, and performance standards.
• Collaborate with team members to improve processes and contribute to a positive work environment.

Marginal Job Functions

• Assist other personnel as time and knowledge permit.
• Participate in training and meetings as requested.
• Perform other duties as assigned.

Skills, Knowledge, and Abilities

• Must have excellent communication and interpersonal skills.
• Must have a strong ability to listen, identify customer needs, and recommend appropriate solutions.
• Must have a basic understanding of sales techniques and the ability to engage in soft sales (offering additional services or products).
• Must be proficient in handling multiple tasks in a fast-paced environment.
• Must have the ability to work independently and as part of a team.
• Must have basic computer skills, including experience with Microsoft Office and CRM systems.
• Bilingual (English/Spanish) communications skills are a plus.
• Must be able to work flexible hours.
• Must be able to make decisions with varying amounts of guidance.
• Must ne able to follow non-technical/technical directions.
• Must be able to work under a tight deadline and have the ability to handle frequent changes in procedures.

Physical Demands:

• Lifting, carrying, pushing, and pulling objects and materials up to 10 lbs.
• Extended periods of oral communication
• Hearing verbal conversations with people of various ages, educational levels, and cultural backgrounds in person/by telephone
• Speaking understandably to people of various ages, educational levels, and cultural backgrounds in person/by telephone
• Extended periods at a keyboard or workstation
• Frequent typing & operation of keyboard equipment (computer, calculator, etc.)
• Frequent placing & turning motions, such as sorting, filing, and retrieving
• Infrequent twisting or bending at the waist or reaching overhead

Education and Work Experience

• HA high school diploma, GED or equivalent is required.
• Some business classes, vocational/technical training is preferred.
• A minimum of 1 year of experience in a customer service call center position is required.
• A minimum of 1 year of sales experience, preferably in soft sales, or upselling in a customer service environment is required.

ISO 5.3 Organizational Roles, Responsibilities and Authorities

IFB employees have the responsibility and authority to ensure to produce first-quality products that meet customer requirements.

EEO Statement

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. IFB Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, and disability or genetics.