Company Generac Power Systems

Name Sales Lead

Req # 65227

Employment Type Full Time

Shift 1st

The Sales Lead is a frontline, lead position that assists the Sales Supervisor and the Manager, Sales in all aspects of the day to day operation of the Sales Department. The Sale Lead will also regularly act as a Sales Specialist as an inbound contact center representative responsible for maximizing sales via phone, chat, and email at the highest dollar value possible within the limits of ethics, call type, call volume and customer rapport.

Essential Duties and Responsibilities:

• Provide basic day-to-day leadership to Sales Specialists. Support department supervisor and manager in departmental organization activities and special projects. Provide coaching and support to Sales Specialists.
• Evaluate phone calls, meet with agents to discuss strengths and opportunities for improvement.
• Monitor attendance and daily schedule adherence.
• Triage, troubleshoot, and answer questions relating to departmental, operational, product and order entry issues.
• Provide first level of escalation for team members and customers.
• Make decisions, within departmental guidelines, to benefit customer satisfaction without negatively affecting the financial success of the company.
• Answer incoming customer calls, chats, and emails. Actively listen and ask questions to understand customer needs, proactively make sales suggestions based on the discovery of customer needs
• Meet or exceed the individual selling performance goals and expectations that include but are not limited to calls per hour, conversion rate, average order, up-sell hit-rate, average up-sell revenue and total sales.
• Explain to customers how, when and where products would best be suited.
• Proactively asks questions to determine caller's needs (i.e. size of property, need for accessories, etc)
• Proactively recommends product (by name) based on the discovery of customer's needs.
• Adhere to objectives established for call quality and the standards set for attendance and schedule.
• Conform to all call handling standards including but not limited to average call length, customer hold time, idle and wrap-up time.
• Bring important information to a supervisor or leads attention.
• Stay up to date on products, product information, and training opportunities.

Knowledge, Skills and Abilities:

• Ability to coach, guide, and lead others
• Basic knowledge of call center workforce management protocols
• Excellent and professional written communication skills
• Excellent verbal communication skills - ability to communicate clearly, professionally, and in a friendly and welcoming manner.
• Customer Service skills
• Time management skills
• Sales and upselling skills
• Ability to learn and understand outdoor power equipment and its applications
• Ability to safeguard confidential customer information

Level of Independence:

This position works under the direct supervision of the Supervisor, Sales.

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting; close vision and ability to adjust focus.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."