In-Store Customer Advisor

Website Microsoft

Microsoft is on a mission to empower every person and organization on the planet to achieve more. Operating in four countries across 40+ Hub locations, Microsoft Store Direct Sales and Support serves small and medium businesses, educators, and consumers through personalized sales, end-to-end solutions, customer success training, and on-demand virtual support. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

Engages a broad range of customers to understand how technology solutions can help them achieve their goals or solve a need. Identifies and solves customer issues. Drives cross-sell and solution sales goals in the Microsoft Experience Center. Presents products and solutions that empower enterprise customers through exploratory journeys (e.g., demonstrations, workshops). Delivers advanced product support and training catered to each customer’s needs. Proactively identifies lead generation when discovering potential partnership, independently converts interactions into sales leads, and leverages the broader Microsoft Experience Center team to close the sale. Identifies opportunities to train, sell, and support customers by leveraging the team’s skills.

Responsibilities

ustomer 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). Tenaciously pursues positive outcomes when helping customers by leveraging resources and advanced technical acumen to identify issues, provide solutions, and solve complex 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

  • Proactively identifies lead generation when discovering potential partnership, independently 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 act as a point of escalation by consulting 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 complex software and hardware problems, upgrading devices to the latest releases, etc.

Other

  • Embody our culture and values
  • May perform other duties as assigned.

Qualifications

This role will require you to work in-store in one of the cities listed within this job posting

Required/Minimum Qualifications

  • High school diploma or equivalent AND 1+ year(s) experience in sales, customer service, or retail related roles

Preferred Qualifications

  • High School Diploma AND 3+ years relevant sales or customer service experience

Disclaimer

This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualification may vary based on assignment or group.

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.