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Retention Consultant

Company: Tempur Sealy
Location: Lexington
Posted on: June 14, 2019

Job Description:

Job Summary: The Direct Response Department is responsible for generating revenue through assigned Sales Channels. It will manage and cultivate existing customer leads, create new leads and transitioning leads into executable orders by telephone or electronic communication, while meeting or exceeding monthly sales goals quotas and increasing customer satisfaction.

The Retention Consultant communicates with customers, pre-delivery and during their trial period, to resolve product issues and retain existing customer base by phone, electronic and mail communications

Essential Duties, Responsibilities, and Key Results Area:

- Answer and identify inbound calls in order to retain customers

- Make outbound lead follow-up calls to existing customers to qualify leads, solve problems, and offer solutions

- Present features and benefits to overcome objections of customers

- Identify issues with products for customers, and makes suggestions for future use

- Negotiate with customer to reach an agreed satisfactory solution

- Maintains a customer requests database

- Builds rapport with customer

- Process all outgoing mail in coordination with Marketing Department and Sales consultants

- Performs other clerical duties as needed

Other primary duties and responsibilities include the following; however, Management reserves the right to assign or reassign other appropriate duties to this job at any time. This document excludes the marginal functions of the position that are incidental to the performance of fundamental job duties.

Tempur Sealy is proud to be an Equal Employment Opportunity and Affirmative Action employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Minimum Education/Certification:
Bachelor's Degree preferred or equivalent combination of education and experience


- 1 to 3 years of Sales / Administration experience preferred

- Knowledge of company products, shipping policies and technical support information

- Knowledge of assigned Sales Channels

- Knowledge of business communications, including understanding and comprehending material such as detailed operating and procedure manuals

- Skill to use PC Software applications including Microsoft Office Suite, Internet Browsers, Order Management Systems.

- Must possess effective listening, communication (verbal and written), negotiation and good phone skills

- Skill to build and maintain customers' relationships

- Ability to understand and apply effective selling strategies and techniques

To perform this job successfully, the employee must be capable of performing each essential duty and responsibility satisfactorily. The requirements herein are the minimum levels of knowledge, skills, and/or abilities required.

Work Environment/Physical Requirements: Fast-paced corporate office environment. Some stress may occur. Regular travel is not expected in this position; however, travel around scheduled projects such as program rollouts may be necessary.

The work environment and physical demands characteristics are representative of those an employee encounters while performing the essential duties, responsibilities, and key results of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties, responsibilities, and key results outlined herein.


Keywords: Tempur Sealy, Lexington , Retention Consultant, Professions , Lexington, Kentucky

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