Job Title: Customer Service Specialist
Location: Boston, MA
Zip Code: 02113

Description:

Job Title: Customer Service Specialist
Job Category: Sales
Product: (Not Product Specific)
Date Posted: 09/18/2008
Job Code: 243933
Location: MA - Boston
Travel Required:

The retail channel is vital to Microsoft's growth not only for the direct revenue it generates, but also due to the retail channel's unique ability to help build brand equity and engagement due to its outreach to consumer and small business customers worldwide. Microsoft has a long history of working with partners to reach end customers and this certainly applies to our retail go-to-market approach. Microsoft has developed tremendous relationships with retailers and distributors worldwide making our retail success possible. Windows has become one of the most engaging and recognizable consumer brands in the world today. Yet even with this fantastic consumer presence, the opportunity for growth in both our traditional PC business, as well as our new online services business with Windows Live has never been greater.

The MS Guru will have direct accountability for creating a transformed approach to managing MS consumer presence at retail that emphasizes the unique benefits of our model vs. our competitors. They will focus on creating MS brand visibility, differentiation, & excitement, ultimately driving & improving the purchase experience at retail by innovating, educating, and inspiring.

Key Responsibilities and Accountabilities:

Ambassador for MSFT
Know MSFT news
Be friendly/professional
Helping & guiding customer to locate the right product to meet their needs.
Facilitate MS Sales
Differentiating Microsoft products
Evaluate the customer's needs - find solutions
Overcoming objections - proposing attachments/solutions
Verifying product availability
Attaching ancillary MSFT products
Attaching ancillary retailer products and services
Customer demos
Approaching the customer - evaluate the customer's needs - answering MS product questions
Putting customer at ease
Providing scenario demonstrations
In-store Logistics
Arrange Microsoft products - increase visibility
Ensure demo table is set up and running, continued maintenance
Review out of stock items, Hardware & Software - review sale items
Set up display PCs

Reporting/Admin
Completing daily/weekly reports/monthly success plans
Equipment set up - Teach Demos -Give demonstrations
Training RSPs
Provide group/individual training
Testing new demos

Key Interfacing Relationships:
Consumers
RSP (Retail Sales Professionals)
Microsoft internal stakeholders
Field Merchandiser Team
Store Management

Key Competencies and Knowledge Requirements:
Passion for technology and Microsoft products
Strong technical aptitude
Ability to convert technical speak to a level that a non-technical customer can understand
Excellent verbal and presentation skills
Great attitude and a passion for driving results
Strong problem solving and negotiation skills
Ability to deal with ambiguity and dissatisfied customers
Friendly professional demeanor
Ability to work in a fast paced team environment, available to work flexible hours, including days, evenings, weekends, holidays, overtime and to work/travel to multiple locations within a district
College degree preferred or 3-5 years prior experience in a retail environment assisting customers in technical/software purchases
Prior experience assisting customers with technical questions on products/services

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