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Digital Sales Specialist

Company: Shane Co.
Location: Englewood
Posted on: May 16, 2022

Job Description:

Overview:The Digital Sales Specialist is responsible for delivering 5-star service through digital technology with a focus on selling our product and brand, resolving customer inquiries, and providing the best digital shopping experience in the jewelry industry. This position is directly responsible for sales volume and customer satisfaction.Responsibilities:

  • Manage incoming customer phone calls, emails and chats with a focus on superior customer service in two key areas:
    • Sales: Act as a jewelry consultant for customers by educating them on product, providing recommendations based on preferences, upselling add-on items and closing the sale via phone or chat
    • Customer service: Solve technical experience problems, answer store questions, address inquiries on our services, and handling order status inquiries. Look for opportunities to initiate sales conversations with each customer interaction
    • Learn, utilize and strive to perfect Company sales methods, training and philosophies
    • Become an expert in Shane Co. technology solutions including, but not limited to, website functionality, chat platform (internal and external), phone system, inventory management system, and others as necessary
    • Understand common technical problems and successfully address them using basic solutions
    • Collaborate with other eStore sales associates to problem solve for customers
    • Provide customer feedback to management teams on common problems, experience opportunities, etc. that can be shared with cross-functional teams
    • Comp shop at online competitors at least once per quarter and share experience with management team
    • Maintain high standard of position accountabilities under minimal supervision
    • Maintain high standard of work remotely or in office as business need requires
    • Maintain or exceed Company standards for closing sales, productivity per hour, and any other measurement standards as directed by management
    • Communicate issues or concerns through the appropriate chain of command
    • Constantly strive for personal improvement and development by maintaining product knowledge, competitive information, Company marketing and sales philosophies, and industry and market conditionsQualifications:Required Qualifications:
      • 1-2 years of customer service experience required; retail sales experience preferred
      • Have (or able to obtain) high speed internet and a quiet, distraction free environment if asked to work remotelyComputer skills:
        • Ability to use desktop/laptop computer system proficiently
        • Excellent typing skills
        • Familiarity with common website browsers including chrome, safari, and internet explorer
        • Demonstrable understanding of internet browsing, competitive websites, and ShaneCo.com
        • Intermediate skills in Microsoft Office products including Outlook, Excel, Word, and PowerPointCommunication Skills:
          • Ability to communicate accurately and clearly with both customers and internal partners via phone, chat, and email
          • Excellent note taking skills
          • Demonstrated ability with math: Adding, subtracting, multiplying, and dividing
          • Good comprehension skills: ability to clearly understand and state the issues or needs a customer presents
          • Good composition skills: ability to compose a grammatically correct, concise, and accurately written responseCustomer Focus:
            • Excellent customer service skills
            • Ability to empathize with and prioritize customer needs
            • Strong conflict resolution and negotiating skills
            • Effective problem solving skills, including ability to approach problems logically and calmly, while be solution-orientedBehavioral Characteristics:Demonstrated ability to work in a fast-paced job environment that is results based. Strong attention to detail and follow-through is critical for this role. Must be friendly, respectful and genuinely interested in the service to the customer and success of our eCommerce business. Must be able to work in close collaboration with many areas of the company. Leads by example in areas of personal character, values, commitment, organizational skills, selling skills and work habits.Work Environment:This role is on-site as part of the Home Office team. The primary environment for this role is an open office. Considerable business is conducted using the telephone and computer technology. This role may be approved to work remotely on specific occasions but that does not change the ongoing classification of the role as on-site. Travel may be required to stores, conferences or events up to 5% of the time.Why Work for Shane Co.?:Shane Co. is a family owned business and everyone who works in our organization is part of the family. This family point of view is exactly why we want to take care of you AND your family.
              • We want driven and competitive people who help us satisfy our customers' needs. In our stores, we do not sell on commission, we offer a competitive base rate and we bonus based on team performance.
              • We focus on providing you a time off package that is very generous for the retail! It is important for us to be available when our customers need us, and since eCommerce is "open" 24/7, our store employees do work weekends and evenings. However, you accrue 3 weeks of vacation in your first year! In addition, you also earn 6 sick days per year. We are closed on 7 holidays (unlike most retailers), AND we pay you for one volunteer day per year! The longer you work with us, the more vacation time you earn.
              • Unlike other companies who just offer low paying disability insurance to cover your major illness situations, we offer the ability to earn time off at FULL pay for the care of yourself or a family member! When your family needs you, we want you to be able to be there for them.
              • We offer very competitive medical, dental and vision plans, as well as a 401 (k) plan with a company match, company paid life insurance, and flexible spending accounts for medical, daycare or mass transit commuting expense. We also offer a number of discounted voluntary benefits including long-term disability, life insurance for your dependents, pet insurance and even things like discounted travel and movie tickets!
              • We have benefits focused on you AND any family member (Partner, children and even your parents!) including counseling, legal advice, assistance in finding appropriate medical specialists and even help in understanding medical bills!
              • And, of course, we offer a generous discount in our stores or online for you AND your family members!
                The salary range for this role is $20.00-26.00 per hour. The range describes the minimum to maximum likely rate for this job description in the state of Colorado. Individual pay will be determined based on skills and qualifications for the role. The salary range for this same position may be lower or higher in markets outside of Colorado.
                Employer will not sponsor visa or work authorization.

Keywords: Shane Co., Denver , Digital Sales Specialist, Sales , Englewood, Colorado

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