The Solutions Specialist will be the primary point of contact for both new and existing customers. As a Solutions Specialist, this individual will be working in a Cox Solutions Store guiding customers through the purchase decision and activation process of Cox product offerings (cable, data and voice).
This role is responsible for meeting established sales objectives by matching customer needs with the right products and services. As a critical member of the sales team, this role requires strong interpersonal skills and a passion for delivering an outstanding customer experience. The Solutions Specialist will be provided learning opportunities to stay abreast of the rapidly evolving Cox products and services and is expected to translate how device capabilities address various customer needs. To be successful in this role, this individual should have an aptitude for sensing and responding to various consumer types.
In addition to customer service responsibilities, this individual plays a key role in maximizing sales and profitability by focusing on key business initiatives, store merchandising, marketing execution, inventory management, and loss prevention. Operational duties may include paperwork and completion of sales reports as they relate to store opening and closing.
Solution Sales and Marketing
Ensures individual sales targets are met
Executes promotions and campaigns designed to increase brand equity and achieve sales objectives
Builds and maintains relationships with potential and existing customers
Aids customers in completing purchases and resolving issues
Offers product suggestions to customers to help satisfy their needs/wants
Strives to exhibit best-in-class customer service skills
Contributes to sales floor up-keep and cleanliness
Assists with sales floor inventory counts and stock replenishment
Establishes and maintains trust and credibility with internal and external customers
Develops a strong customer focus in others and instills the importance of superior customer service
Develops and improves processes to increase service performance
Finds balance between cost consciousness and service improvement
Develops systematic methods for communication and feedback from customers and follows through on those customer inquiries, requests, and complaints
Provides service to customers following procedures, practices, and policies
Identifies issues and concerns from customers and elevates appropriate issues for resolution
Fosters an environment in which customer satisfaction is valued and delivered
Adds value to the business by providing exemplary customer service
Coaches team members to utilize consumer expertise to drive business value
Anticipates and understands customers needs and problems, even those less obvious
Identifies costs and benefits associated to every sales element
Displays skill at calming angry and disappointed customers
Answers customer questions or concerns in a concise and accessible way, and takes action to update product knowledge continually
Evaluates product plans against team goals
Incorporates Coxs strategy, customer needs, markets data and trend insights to help develop product plans
Creating / Implementing Customer/Account Plans
Identifies customer needs for more complex deals
Configures solutions within the sales process
Identifies costs and benefits associated with various product solutions
Troubleshoots technical problems
Recommends appropriate technology to meet customer needs
Leads others in applying technical skills and knowledge
Ability to effectively manage the buying and selling process by involving a network of key players to solve the customers needs
Ability to effectively make situation specific recommendations
Analyzes the customers needs and transforms them into sales opportunities
Finds better, faster, cheaper or more efficient ways of doing things, thus improving the quality obtained for customers
Requires a High School diploma, GED, or relevant experience. Some college preferred.
Minimum of 1 year of retail or sales experience.*
Shift: Various (Mon-Sat 9am-8pm and Sun 12pm-6pm)
Testing: Candidates need to successfully complete sales assessment.
Pay Grade: base plus commission
Location: Kingstown Town Center, Alexandria, Virginia
Cash handling and previous billing system experience is preferred.
Ability to meet established sales targets.
Willingness to work a flexible schedule which includes weekends, evenings, and holidays.
Strong interpersonal and communication skills to explain and sell products using a customer-friendly approach.
Ability to work in a service-oriented, fast-paced team environment.
Computer literacy with an aptitude for learning communication products and services.
Business understanding and working knowledge of the wireless communications industry as well as current and emerging technologies is very beneficial.
Must have reliable, consistent transportation and ability to work at a variety of retail locations.
Ability to lift up to 15 pounds to help manage stock room inventory.
Ability to be mobile within the store for long periods of time to greet and assist customers.
Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.
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www.cox.com, www.coxmedia.com, www.coxbusiness.com.
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