Customer Advisor
Microsoft
Customer Advisor
New York City, New York, United States
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Overview
We are seeking a dedicated Customer Advisor to join our team at the Microsoft Experience Center in New York. 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 Experience Center, customers can explore the best of Microsoft and consult with our advisors to find the best solutions for their needs. Our team of skilled associates is dedicated to providing exceptional 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.
Qualifications
Required/Minimum Qualifications
- High School Diploma OR equivalent experience.
- Experience working in retail or a customer facing position.
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 $22.07 - $31.49 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 $26.01 - $32.79 per hour.
Learn more about base pay ranges and pay equity: https://careers.microsoft.com/us/en/us-retail-pay
Microsoft will accept applications and processes offers for these roles on an ongoing basis.
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, navigating the migration process to cloud solutions, ensuring a seamless transition).
- Engages a broad range of customers (e.g., students, partners in education, consumer, enterprise, small and medium-sized business owners) to understand how technology solutions can help them achieve their goals or solve a need. Explains the Microsoft Experience Center (MEC) value proposition to customers. Drives cross-sell and solution sales goals in the MEC.
Influencing for Impact
- Builds and maintains moderate knowledge of 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 (e.g., business, education, cloud) leveraging moderate knowledge and connects them with the appropriate team member or solution to achieve their goals.
- 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 senior management.
Collaboration
- Identifies lead generation, converts interactions into sales leads, and leverages the broader Microsoft Experience Center (MEC) team to close the sale.
- Identifies opportunities to train, sell, 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., consumer, small-to-medium sized businesses, Web stores, training) and our Microsoft store services to drive more comprehensive customer solutions.
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 moderate level of knowledge of sales techniques and Microsoft products.
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 seasonal 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.
Customer Solution Support and Obsession
- Works within the Microsoft Experience Center (MEC) across Microsoft all product and services (e.g., cloud, Gaming, small-to-medium business [SMB], and Education [EDU]) 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 Tech room, troubleshooting software and hardware problems, upgrading devices to the latest releases, etc.
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