Rogers Inbound Telesales Consultant: Job Description, Responsibilities, and Required SkillsA Rogers Inbound Telesales Consultant is an important part of the customer service and sales team at Rogers Communications, one of Canada’s largest telecommunications companies. In this role, consultants handle inbound calls from customers, assist with product information, and close sales. They play a key role in enhancing customer satisfaction and driving business growth. This topic will discuss the duties, responsibilities, required skills, and career opportunities of a Rogers Inbound Telesales Consultant in simple language.
What is a Rogers Inbound Telesales Consultant?
A Rogers Inbound Telesales Consultant is a professional who receives incoming calls from potential and existing customers. These calls are usually inquiries about products, services, promotions, or billing issues. The consultant’s job is to provide clear information, help customers choose the right products, and close sales during the conversation. Unlike outbound telemarketing, inbound telesales focuses on responding to customer requests rather than cold calling.
Key Responsibilities of a Rogers Inbound Telesales Consultant
1. Handling Inbound Calls
Consultants manage multiple incoming calls every day. They answer customer questions about Rogers’ products such as internet packages, mobile phone plans, cable services, and promotional offers.
2. Sales Conversion
One of the primary goals of this role is to convert customer inquiries into sales. The consultant must listen to the customer’s needs, offer the best solutions, and close the deal confidently.
3. Product Knowledge
Rogers Inbound Telesales Consultants need to have deep knowledge of all products and services. This includes understanding pricing, packages, and any current promotions. They should also be aware of any special deals for loyal customers.
4. Meeting Sales Targets
Consultants are given monthly or weekly sales targets. Meeting or exceeding these targets is crucial for job performance and may lead to performance bonuses.
5. Customer Relationship Management
Maintaining a good relationship with customers is part of the job. Even if a sale is not closed during a call, consultants must leave a positive impression to encourage future business.
6. Troubleshooting
Sometimes customers call with concerns or technical questions. While the primary goal is sales, consultants are also expected to assist with basic troubleshooting or redirect the customer to the appropriate department.
Required Skills for a Rogers Inbound Telesales Consultant
1. Strong Communication Skills
Effective verbal communication is essential. Consultants must speak clearly, listen carefully, and explain products and services in a way that is easy to understand.
2. Sales Skills
Persuasion and closing techniques are key. A successful consultant knows how to recommend the right product and ask for the sale at the right moment.
3. Customer Service
Patience and friendliness help create positive interactions. Consultants should always be respectful and professional, even if the customer is upset or confused.
4. Problem-Solving Abilities
Quick thinking and problem-solving help consultants address customer questions and overcome objections.
5. Time Management
Consultants need to handle calls efficiently, keep conversations on track, and move on to the next customer without wasting time.
6. Computer Literacy
Inbound telesales consultants use CRM software, sales systems, and internal tools. Being comfortable with computers and multitasking on-screen is necessary.
A Typical Day for a Rogers Inbound Telesales Consultant
-
Starting the day: Logging into the sales platform, checking updates, and preparing for the first calls.
-
Handling calls: Receiving calls from customers asking about services, promotions, or billing.
-
Listening and understanding: Paying attention to customer needs to recommend suitable services.
-
Presenting solutions: Explaining offers in a clear, persuasive manner.
-
Closing sales: Encouraging the customer to make a purchase or upgrade.
-
Data entry: Recording call details, sales made, and customer preferences in the system.
-
Follow-up: In some cases, sending follow-up emails or scheduling call-backs.
-
Team meetings: Attending brief team meetings or training sessions to stay updated.
Qualifications and Requirements
1. Education
A high school diploma is typically required. Some employers prefer post-secondary education or training in sales or business.
2. Experience
Previous experience in sales, retail, or customer service is an advantage, but not always necessary. Rogers often provides on-the-job training for new hires.
3. Language Skills
Bilingual abilities (English and French) are highly valued in Canada, especially in regions with a diverse customer base.
4. Professionalism
A professional attitude, punctuality, and reliability are expected.
Benefits of Working as a Rogers Inbound Telesales Consultant
1. Competitive Salary
Consultants usually receive a base salary along with commission or bonuses for meeting sales targets.
2. Career Development
Rogers offers opportunities for career growth. Successful consultants can move up to senior sales positions, team leadership, or management roles.
3. Training Programs
Rogers provides comprehensive training on products, sales techniques, and customer service skills.
4. Health and Wellness Benefits
Employees often enjoy health insurance, paid vacations, and other benefits as part of their employment package.
5. Work-Life Balance
Many telesales consultants enjoy flexible shifts, which can help with work-life balance, especially for students or parents.
Challenges Faced by Rogers Inbound Telesales Consultants
1. High Call Volume
Consultants may handle dozens of calls in a single shift. Maintaining focus and energy can be challenging.
2. Meeting Sales Targets
While achievable, sales targets require effort, focus, and persistence. Not all customers are ready to buy, and dealing with rejections can be part of the job.
3. Handling Difficult Customers
Some customers may be frustrated or upset. Consultants need to remain calm and professional in these situations.
4. Pressure to Perform
The role comes with expectations. Consistent performance is key to job security and career progression.
Tips for Success as a Rogers Inbound Telesales Consultant
-
Know the products well: Keep up to date on every product and promotion to confidently answer customer questions.
-
Be positive and friendly: A good attitude helps build rapport with customers.
-
Practice active listening: Understand the customer’s needs before offering a solution.
-
Stay organized: Use CRM tools effectively to track calls and follow-ups.
-
Set personal goals: In addition to company targets, set your own daily or weekly sales goals.
-
Learn from feedback: Accept constructive criticism from supervisors to improve your performance.
Career Growth Opportunities
1. Senior Consultant
Top performers may be promoted to senior telesales consultant roles, where they handle more complex calls or assist with team training.
2. Team Leader
Consultants with leadership skills can become team leaders, managing and coaching a group of telesales agents.
3. Sales Trainer
Some experienced consultants move into training roles, helping new employees learn sales techniques and product knowledge.
4. Managerial Roles
With dedication and performance, it’s possible to advance into sales management positions, overseeing larger teams and developing sales strategies.
A Rogers Inbound Telesales Consultant plays a key role in providing exceptional customer service while driving sales for one of Canada’s leading telecommunications companies. This position requires strong communication skills, product knowledge, and sales ability. While the job comes with challenges such as high call volumes and meeting targets, it also offers excellent opportunities for career growth, competitive earnings, and personal development. For those who enjoy helping people, solving problems, and working in a fast-paced environment, this can be a rewarding and fulfilling career path.