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Career Story: Sales And Service Representative At A Telephone Company

Sales And Service Representative At A Telephone Company

Job Title: Consultant

Education: BSOE Business Administration, Wayland Baptist University

Previous Experience: I worked as a sales representative for 19 years for a different telephone company

Job Tasks: I work for a regional telephone company which provides home telephone service, in a call center. In a typical day, I handle phone calls from customers who want to setup phone service for their residence. I also handle calls from customers who want to disconnect their phone service, question their bills, make changes to their bills, handle repair issues and handle other miscellanous questions about their home phone service. I am required to take care of the customers questions and requests. I also am required to offer the customer an array of services and features offered by the company.

Normally our call volume is quite heavy, so we have calls back-to-back. We have supervisors who observe our calls on a regular basis to make sure we are following the appropriate scripts and we are offering the services and features the customer currently doesn't have. We have to upsell whatever package the customer has to a higher level package.

Best and Worst Parts of the Job: The best part of the job is talking to a variety of customers from four different states. I take great pride in solving the problem the customer has and making the customer happy.

The worst part of the job is having to sell to a customer who is trying to make arrangements on his bill because they have lost their job or have a medical situation.

Job Tips:
1. Working in a call center enviroment, be prepared to always be on time. It is extremely important to be on time and to be at work, or it can be the end of your career very quickly!

2. This is not a very flexible job. Call centers are dependent on customers having their calls answered, so you are tied to your desk by your headset. You need to be aware that you can't wander around and talk to your co-workers. You are basically answering calls all day.

3. This is a sales job. You're responsible for selling to the customer, more than customer service, you have to sell to the customer. Your appraisal is based on your sales goals at the end of the year.

Additional Thoughts: This job title offers sales incentives which could add to your year end salary total.

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