Customer Service Specialist - (US-NY-New York - 10292)

Minimum Education: None
Jobcode: L:96148749
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Job Title: Customer Service Specialist Job Category: Marketing Communications Product: (Not Product Specific) Date Posted: 11/14/2008 Job Code: 243817 Location: NY - New York Travel Required: Microsoft Guru 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 other peripheral products & make additional recommendations Facilitate MS Sales  Differentiating the products - Vista Ultimate Evaluate the customer's needs - Hardware & Software   Finding an RSP to hand sale off to/Customer explanation Knowing the store corporate policy Overcoming objections - Proposing attachments - Proposing the solution Verifying product availability -knowing store inventory 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 Qualifying customer type - close/hand-off Testing new demos In-store Logistics Arrange Merchandise MS products - increase visibility Ensure demo table is set up and running, continued maintenance Know the store layout Review out of stock items, Hardware & Software - Review sale items   Set up display PC's Reporting/Admin Completing daily/weekly reports/monthly success plans Detailed answers about demos completed, extra work done Taking photos of demo table -Tracking/Recording daily demos Training RSPs - Answering MS specific questions Equipment set up - Teach Demos -Give demonstrations Provide group training - Provide individual training Setup materials -Testing new demos Key Interfacing Relationships: In-Store Customer Consumers RSP MS Retail Services Team MS Sales and Marketing Team Field Merchandisers Buyers Store Management Key Competencies and Knowledge Requirements: Passion for technology and MS 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