Inbound Telesales Representative - Dallas/Fort Worth

Role Summary

The Inbound Telesales Representative is responsible for handling a high-volume of incoming telephone phone calls and live chat inquiries from customers contacting Henry Schein to place orders, inquire about products, and assist with related issues. This role proactively recommends products and promotional items to enhance customer experience and drive additional sales opportunities. In addition, the Inbound Telesales Representative addresses customer concerns and complaints, and partners with other teams to facilitate returns, reorders, and credit-related issues. The position also works closely with management to obtain approval for pricing overrides and to review exceptions related to product shortages and availability.

Please note: This position is hybrid and based in Grapevine, TX. Candidates must reside in the local area and be available to work onsite one day per week. The hours are Monday - Friday, 8:30AM - 5:00PM CST.

MINIMUM WORK EXPERIENCE

Typically 2 or more years of related experience.

Responsibilities

• Receives and handles telephone calls from customers calling to place orders, inquire about products, and assists with other related questions
• Engages with customers and responds to inquiries via live chat
• Suggests related products (cross-selling) or upgraded products (up-selling) to the customer to purchase.
• Informs customers of promotional items and manufacturer's specials, utilizing consultative sales techniques.
• Handles customer complaints, typically regarding pricing errors or items on back order.
• Forwards elevated calls to management, including competitor price matching issues, which fall below guidelines.
• Attends monthly team meetings and completes all compliance trainings.
• Remains current in product knowledge, selling best practices, and industry trends.
• Assists internal and external customers, navigate Henry Schein and find solutions to various problems.
• Participates in special projects and performs other duties as required.

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures including Worldwide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

Requirements

SPECIFIC KNOWLEDGE & SKILLS

• Bilingual in Spanish preferred
• Strong selling skills
• Negotiation skills
• Ability to answer a high volume of incoming calls
• Ability to call out as needed
• Able to learn applicable computer systems (AS-400, live chat platform, Salesforce, Siebel, Workday etc.)
• Work independently with limited supervision

GENERAL SKILLS & COMPETENCIES

• Very good time management skills and the ability to prioritize work and meet deadlines
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with complex issues
• Ability to plan and arrange activities
• Very good interpersonal communication skills
• Very good written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Establish productive working relationships at multiple levels within the organization

PREFERRED EDUCATION

• Typically High School education, vocational training and/or on-the-job training. Bachelor's degree preferred.
• Travel typically less than 10%. Office environment. No special physical demands required.

The posted range for this position is $38,993 - $53,616 which is the expected starting base salary range for an employee who is new to the role to be fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.

• At the time of this posting, this position is eligible for an incentive not reflected in the posted range subject to the achievement of the plan.
• Other benefits available include: Medical, Dental, and Vision Coverage, 401K Plan with Company Match, PTO, Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers

Fraud Alert

Henry Schein has recently been made aware of multiple scams where unauthorized individuals are using Henry Schein's name and logo to solicit potential job seekers for employment.

Please be advised that Henry Schein's official U.S. website is www.henryschein.com. Any other format is not genuine. Any jobs posted by Henry Schein or its recruiters on the internet may be accessed through Henry Schein's on-line "career opportunities" portal through this official website. Applicants who wish to seek employment with Henry Schein are advised to verify the job posting through this portal.

No money transfers, payments of any kind, or credit card numbers, will EVER be requested from applicants by Henry Schein or any recruiters on its behalf, at any point in the recruitment process.

About the Company

Person Specification

We believe the type of person best suited to this role will be:

About Henry Schein

At Henry Schein, our mission is to provide innovative, integrated health care products and services; and to be trusted advisors and consultants to our customers - enabling them to deliver the best quality patient care and enhance their practice management efficiency and profitability.

We know that our Team Schein Members (TSMs) are integral to bringing our mission to life and our success has been built on the commitment of Team Schein, a highly motivated and diverse group of professionals who are dedicated to meeting the needs of our customers. Every TSM shares a singular focus, fostering an environment that allows each of us to achieve our goals.

Henry Schein offers a diverse range of career opportunities, and we firmly believe that by fostering an environment built on ethics, open communications, mutual benefits, creativity, and recognition of the contributions of all TSMs-at all levels-we can help ensure that our best years are yet to come. As such, we are proud to be an equal opportunities employer and our integrated approach to diversity and inclusion ensures success by cultivating our Culture, recruiting, and retaining diverse Talent, supporting our Marketplace, and continuing our commitment to Society.