Customer Advisor

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.

Responsibilities

Customer Obsession: Tenaciously pursue 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 the latest release, navigating the migration process to cloud solutions, ensuring a seamless transition). Engage a broad range of customers (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. Explain the Microsoft Experience Center (MEC) value proposition to customers. Drive cross-sell and solution sales goals in the MEC.

Influencing for Impact: Build and maintain moderate knowledge of products and services through learning from others, self-education, and role play while articulating Microsoft’s value proposition. Encourage peers to maintain current knowledge of Microsoft products and services. Identify different needs (business, education, cloud) and connect them with the appropriate team member or solution to achieve goals. Collaborate with peers and leaders to drive and execute innovative ways to make a larger impact in customers’ lives and deliver business impact. Execute strategies from senior management.

Collaboration: Identify lead generation opportunities, convert interactions into sales leads, and leverage the broader Microsoft Experience Center team to close sales. Identify opportunities to train, sell, and support customers by leveraging the team’s skills. Input new leads by documenting interactions with customers.

Customer Engagement: Engage customers, identify their needs, and use that information to create leads across all customer segments (consumer, SMB, Web stores, training) and our Microsoft store services to drive more comprehensive customer solutions.

Learning: Complete all required training and obtain relevant product and role certifications aligned to the role and workload/industry. Proactively ask for help and be open to feedback and coaching from managers and teammates. Seek a moderate level of knowledge of sales techniques and Microsoft products.

Compliance: Adhere to all compliance requirements, including operational policies and procedures, device handling, and personal data policies.

Inventory Management: Maintain organization, flow, and appearance of the back-of-house area. Adjust aisles and layout as necessary to manage product influx, introduce new product lines, or respond to seasonal demands. Maintain merchandising standards and stock levels on the sales floor. Stock and replenish products as needed.

Merchandising & Displays: Check price changes, restock, and re-sticker items to ensure accuracy. Move products from back-of-house to customers or sales associates. Follow direction from store leadership and visuals teams regarding new displays and assist in setting up displays prior to launch. Ensure inventory is available for promotions.

Customer Solution Support: Work across Microsoft products and services (cloud, Gaming, SMB, Education) to consult with customers, understand technical issues, how devices are used, and the environment to propose complete solutions or resolve issues, rebuilding relationships with customers. Troubleshoot in the Tech room, upgrade devices to the latest releases, and provide comprehensive support.

Culture & Values: Embody our culture and values. May perform other duties as assigned.

Other

• Embody our Culture and Values.

Qualifications

Required / Minimum Qualifications

• High School Diploma or equivalent experience.
• Experience working in retail or a customer-facing position.

Other Requirements

This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship.

Additional or Preferred Qualifications

• High School Diploma and 1+ year of 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, with the base pay range for those locations being 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

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.