Virtual Customer Support/Sales

Sutherland Global Services is a leading Business Process Outsourcing (BPO) company with more than two decades of experience in the customer management space. Since 1986, some of the world's most respected companies have depended on Sutherland to manage various aspects of their customer operations. By taking advantage of Sutherland's domain knowledge, quality processes and global delivery options, clients are able to dramatically improve their sales, marketing and customer support results while remaining focused on their core competencies.

Sutherland offers an end-to-end set of Customer Life Cycle and Back-Office Life Cycle services that clients can choose to implement in either an integrated or stand-alone manner. Currently, Sutherland owns and operates multiple delivery centers across the United States, Canada, India and the Philippines.

Sutherland Global Services is a privately-held company with headquarters in the United States.

Sutherland@Home is currently recruiting for top-performing associates to work from home!

Due to expansion, we have opportunities for employment in our Sutherland@Home sales unit providing customer services in both inbound and outbound contact center environments. In these positions, you will be responsible for answering questions regarding our clients’ products and services in a sales oriented, team environment. What makes us different from the competition? That is easy! You will be working from the comfort and convenience of your own home! No, this is not a gimmick, but a serious opportunity to work from home for an organization that was ranked #9 in Rochester’s Top 100 Employers.

Description: Inbound/outbound Business to Business calls to potential and existing customers by telephone and e-mail to qualify leads and sell products and services. Qualify customer needs, quote prices and gains the customers commitment to buy, working unscripted to adapt sales presentation accordingly to gain targeted data collection.

Job Responsibilities: Identified decision-maker from the gatekeeper, convert calls into sales, usually requires navigation through a moderately long sales cycle. Overcome technical and business objections of prospective customers. The ability to diagnose customer needs and take immediate action, emphasize salable features, quotes prices and credit terms in conjunction with SE (Sales Engineer), and prepares sales orders for sales of complex products and or services. Provide feedback on sales/product message and customer satisfaction, responsible for accuracy of input needed to report on business transactions. Meet predetermined quotas and targets, and represent the client in a professional manner.

• Database administration. Update current customer and billing information directly into the customer database.

• To meet or exceed client requirements for deliverable output as defined by client and Sutherland. General administrative duties, Act in a professional manner and maintain the voice of the client.

• Ensure highest quality is maintained to meet and/or exceed client specifications.

• Meet or exceed minimum requirements efficiency measurements (number of dials, active time percentage, etc.) to ensure activity levels are sufficient enough to drive productivity results.

• Able to average 150 inbound / outbound calls on a daily basis, accurate follow-up required.

EDUCATION and/or EXPERIENCE: Education - BA/BS required or relevant experience• 1+ years of sales experience

• Ability to handle a high volume environment

• Strong multi-task capabilities

• Excellent customer skills

• PC keyboarding skills Preferred

• Familiarity with inbound programs

• Familiarity with or knowledge of the telecommunications industry

• Shows initiative and has excellent problem solving capabilities • Computer skills – Microsoft Office/Windows.

To be a successful sales associate with Sutherland, you must have:

· General Computer Knowledge, Windows 98/NT

· Microsoft Office skills

· Data Entry: Excellent and accurate typing skills, ability to type 30 wpm

· Internet Proficient

· Successfully complete new hire and product training

· Ability to adhere to Client's and Sutherland’s policies and procedures

· Able to use client telephony systems

· Ability to demonstrate strong verbal and written business communication

· Associate’s degree or equivalent experience

· 1 + years successful customer service or sales/lead generation experience

· Strong analytical, organizational, and customer management skills

· Demonstrated ability to take initiative, multitask, and prioritize

· Strong time management skills

In addition, in order to be considered for a work from home position with Sutherland@Home, there are some technical requirements your computer must have to run our software and connect to the Sutherland network:

· Pentium 4 process or equivalent

· 2 GHz or faster processor

· 2 GB of RAM

· 20 GB of available hard drive space

· Soundcard

· DVD player drive

· Broadband internet access through cable or high-speed DSL

· A dedicated work space from which to work

Employer Posted:Friday, October 10, 2008