Customer Experience Concierge - WFH - Night Shift

General Duties:

• Expertly handle the planning and scheduling of customer interactions via our Experience Centre, Virtual Experience Centre, Design Services, and Consultation Services teams
• Thoroughly discuss customers project needs to
  understand the level of support and ideal services that best match customer requirements
• Establish the ideal touchpoints to provide each customer with an excellent experience; ensure customer understands next steps and is prepared well for upcoming communications
• Provide internal teams the necessary information to ensure smooth transition from one team to another
• Partner closely with leadership to refine case-handling workflows and to optimize processes
• Regularly share customer feedback to help business plan future products, processes, or other services that are not currently in place
• Identify gaps or issues that could risk the success of sales or promotions, and escalate the concern to leadership for review
• Support peers and CFTs with inquiries, new initiatives, and case handling
• Maintain a high level of work quality across all responsibilities
• Other related duties as assigned

Sales Duties:

• Support team with meeting or exceeding weekly, monthly, yearly sales targets
• Establish rapport and build a professional relationship with clients
• Qualify customer by asking clear, direct, exploratory questions to understand their needs
• Expertly handle customer inquiries, and confidently promote and sell NewAge Products
• Support inbound calls, outbound calls, virtual consultations, chat, SMS, and email channels of the business during peak or unexpected spikes in call
  volume
• Maintain product knowledge and stay current with all marketing promotions
• Upsell, cross-sell, and offer services to provide the best customer experience
• Provide a world-class sales experience and be a NewAge brand ambassador during every interaction 

• Minimum 2 years of Call Centre experience 
• Minimum 2 years of Customer Service and/or Sales experience; refined selling techniques mandatory
• Exceptional English skills; written and verbal communication
• Experience in a fast-paced customer service/sales environment (up-selling and/or cross-selling) 
• Proven
  track-record of closing leads, meeting or exceeding sales targets, and a
  solid approach to overcoming objections during sales pitches
• Ability
  to work independently and demonstrate initiative; ability to solve
  problems with minimal guidance; ability to think outside the box
• Experience using Microsoft Office software in particular Outlook, Word and Excel
• Experience preparing 3D kitchen, garage or bathroom designs is an asset
• Interior design experience and a passion for home dcor is an asset
• Experience working with design software is an asset
• Experience with a big box store, home improvement or logistics/freight company is an asset