Customer Advisor

1 month ago

Redmond, Washington, United States Microsoft Games Full time
We are seeking a Dedicated Customer Advisor to join at the Microsoft Company Store in Redmond. If you have a passion for technology, a customer-centric mindset, and well honed customer service skills, we would love to hear from you. Our team is committed to delivering a world-class customer experience and driving results.

At the Microsoft Company Store, customers can explore the best of Microsoft and consult with our professionals to find the best solutions for their needs. Our team of skilled associates is dedicated to providing customer service every day.

If you are passionate about technology, enjoy problem-solving, and thrive in a dynamic environment, we encourage you to apply. Join us in our mission to change the way people work and help us deliver an unparalleled customer experience.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

Customer Obsession
  • Tenaciously pursues positive outcomes when helping customers by leveraging resources and a moderate technical acumen to provide solutions and solve customer issues (e.g., troubleshooting software problems, upgrading devices to latest release, ensuring a seamless transition).
  • Engages a broad range of customers (e.g Very Small Businesses) to understand how technology solutions can help them achieve their goals or solve a need. Explains the Microsoft Experience Center (MEC) / Employee Company Store (ECS) value proposition to customers. Drives cross-sell and solution sales goals in the MEC/ECS.
  • Applies methods for providing services that meet and exceed customer expectations; meets personal and team sales goals, and handles unique customer engagements and customer service levels (e.g., customer satisfaction); receives positive peer and manager feedback (via 1:1s and Connect); meets or exceeds expectations for customer touchpoints.
  • Conducts customer tours of the MEC/ECS and/or Microsoft Visitor's Center in a professional, passionate manner, to encourage and drive brand awareness. Assists in facilitating public and private events held on location, in coordination with Microsoft partners.
Influencing for Impact
  • Builds and maintains well-rounded knowledge of Microsoft products and services by learning through others along with self-education and role play while articulating Microsoft's value proposition to customers. Encourages peers to maintain their current knowledge of Microsoft products and services.
  • Identifies different needs of customers, leveraging Microsoft product and service knowledge to connect them with the appropriate solution.
  • Engages with peers and leaders to drive and execute innovative ways to make a larger impact in our customers lives and deliver business impact. Executes strategies from management.
  • Uses fundamental product knowledge and value proposition to humanize and customize the delivery of Microsoft solutions. Positions products favorably in light of Microsoft's brand and current key differentiators within the market in relation to competitors in order to further drive sales. Shares features and benefits through live demonstrations and storytelling of Microsoft devices and services.
Technical Expertise
  • Leverages a technical understanding of solutions, cloud services, platforms, hardware, and software to describe the ways in which these services benefit the recipients. Builds and maintains knowledge of products and services by learning through others along with self-education and role play. Encourages peers to maintain their current knowledge of Microsoft products and services.
  • Leverages a technical understanding of solutions (e.g., M365, Surface family) to serve customers with simple goals.
  • Leverages an understanding of competitors and their solutions for simple consumer or business needs.
Collaboration
  • For Microsoft Experience Centers, identifies lead generation, converts interactions into sales leads, and leverages the broader Microsoft Experience Center (MEC) team to close the sale.
  • Identifies opportunities to sell to and support customers by leveraging the team's skills. Inputs new leads by documenting interactions with customers. Engages customers, identifies their needs, and uses that information to create leads across all customer segments (e.g., Very Small Businesses) and our Microsoft services to drive more comprehensive customer solutions.
  • Learns to collaborate with peers, managers, and corporate to drive innovative ways to create and focus on brand awareness within the market and ensure a One Microsoft approach to increase the corporate footprint.
  • Articulates to customers how Microsoft technology (e.g., Microsoft 365) can enable digital transformations and increase functionality and efficiency
  • Collaborate with outside partners/agencies, such as the Executive Briefing Center, and Microsoft vendor partners.
Learning
  • Completes all required training and obtains relevant product and role certifications aligned to the role and workload/industry. Proactively asks for help and is open to feedback and coaching from managers and teammates. Seeks essential knowledge (e.g., additional products, MEC/ECS areas) of sales techniques and Microsoft products.
  • Shares customer insights, stories, learnings and provides customer and available-solutions feedback in team standups, pipeline and performance reviews, and online communication channels.
Compliance
  • Adheres to all compliance requirements, including but not limited to operational policies and procedures, device handling, and personal data policies.
Inventory Management
  • Maintains the organization, flow, and appearance of the back-of-house floor. Adjusts aisles and layout as necessary to manage influx in products, house new product lines, or adjust to demands. Maintains sales-floor merchandising standards of in-stock products. Stocks and replenishes products on the floor. Checks price changes and re-stickers items as needed to ensure accuracy. Runs products from back of house out to customers or sales associates. Follows direction from store leadership and visuals team regarding new displays. Works with other team members to set new displays prior to launch. Ensures appropriate inventory is available for promotions.
  • Ability to learn Microsoft's D365 Inventory system. Ensuring inventory integrity and accuracy when performing inventory adminstrative duties.
Customer Solution Support and Obsession
  • Works within the Microsoft Experience Center (MEC) across Microsoft all product and services (e.g., cloud, Gaming, Very Small Businesses) to consult with customers to understand technical issues, how devices are used and the environment to propose complete solutions and/or solve issues to rebuild relationships with customers. Works in the Answer Desk, troubleshooting software and hardware problems, upgrading and repairing devices, completing customer appointments showcasing Microsoft's products and services.
  • Provides feedback and product insights to help deliver better customer-success strategies and customer solutions.
Other
  • Embody our culture and values .
  • Embody our commitment to diversity and inclusion, driving our mission to empower every person and organization on the planet to achieve more.This commitment requires intention in all that we do. At Microsoft, every employee is required to personally commit to be an active and intentional participant in advancing our culture of inclusion. By practicing inclusion in our everyday actions, we can create an environment for ourselves and others to perform at our best - and thrive.
  • Physical requirements include, lifting items up to 56lb, standing and walking for extended periods of time, use of heavy equipment such as a pallet jack, freight elevator.
  • Adhering to company and local safety regulations in place for the MEC/ECS, to ensure safety of self and others.
  • May perform other duties as assigned.
Qualifications

Required/Minimum Qualifications
  • High School Diploma
    • OR equivalent experience.
Additional or Preferred Qualifications
  • High School Diploma AND 1+ year(s) relevant sales or customer service experience
    • OR equivalent experience.
Customer Advisor ATR-B - The typical base pay range for this role across the U.S. is USD $ $28.89 per hour. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $ $31.39 per hour. Learn more about base pay ranges and pay equity:

Microsoft will accept applications for the role until August 7, 2024.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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