Torchora
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Key Responsibilities and Required Skills for Frontline Consultant

💰 Competitive, Based on Experience

Customer ServiceSalesRetailClient RelationsConsulting

🎯 Role Definition

The Frontline Consultant is the primary point of contact for our valued customers, serving as the face and voice of our brand. This role is a dynamic blend of exceptional customer service, consultative sales, and expert problem-solving. You will act as a trusted advisor, proactively engaging with clients to understand their unique needs, offering insightful advice on our products and services, and resolving inquiries with efficiency and empathy. Your ultimate goal is not just to meet customer expectations but to consistently exceed them, fostering long-term relationships and contributing directly to the company's growth and reputation for excellence.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Retail Sales Associate
  • Call Center Agent
  • Hospitality Professional

Advancement To:

  • Senior Consultant / Client Advisor
  • Team Lead / Shift Supervisor
  • Assistant Manager / Store Manager
  • Relationship Manager

Lateral Moves:

  • Customer Success Associate
  • Product Specialist
  • Inside Sales Representative

Core Responsibilities

Primary Functions

  • Serve as the primary, welcoming point of contact for all customer inquiries, whether in-person, by phone, or through digital channels, ensuring a positive first impression.
  • Actively engage with customers to thoroughly understand their unique needs, challenges, and goals through consultative questioning and active listening.
  • Develop and maintain an expert-level knowledge of our complete portfolio of products and services to provide accurate and effective recommendations.
  • Proactively identify opportunities and present tailored solutions, products, or services that add value and align with customer objectives.
  • Guide clients seamlessly through the entire sales, application, or onboarding process, providing clear instructions and managing expectations.
  • Take complete ownership of customer issues, troubleshooting complex problems and collaborating with internal teams to ensure a timely and satisfactory resolution.
  • Educate customers on the features, benefits, and proper use of our products and services to maximize their value and satisfaction.
  • Strive to meet and exceed established individual and team sales goals, service metrics, and other key performance indicators (KPIs).
  • Accurately and efficiently process a variety of transactions, including sales, payments, account updates, and returns using POS and internal software.
  • Build and cultivate strong, lasting relationships with clients to foster loyalty, encourage repeat business, and drive customer retention.
  • Professionally handle and de-escalate customer complaints and sensitive situations with empathy, patience, and a commitment to finding a fair solution.
  • Meticulously document all customer interactions, feedback, and transaction details within the CRM system to ensure data integrity and continuity of service.
  • Manage a calendar of customer appointments, follow-ups, and outbound communications to ensure consistent and proactive engagement.
  • Adhere strictly to all company policies, ethical standards, and regulatory compliance guidelines, especially concerning customer data and privacy.
  • Maintain a professional, clean, and organized workspace or retail environment that aligns with brand standards and enhances the customer experience.
  • Engage in continuous learning and participate in all required training sessions to stay updated on new products, services, and procedures.
  • Assist in visual merchandising, inventory management, and maintaining store cleanliness to enhance the overall customer environment.
  • Engage in targeted outbound communications to check on customer satisfaction, share relevant updates, and identify new opportunities.
  • Support marketing initiatives and in-store promotional events by actively engaging with customers and clearly explaining campaign details.
  • Act as a brand ambassador at all times, representing the company's values and commitment to customer excellence in every interaction.

Secondary Functions

  • Support ad-hoc customer outreach campaigns and promotional events.
  • Contribute to service improvement by relaying customer feedback and market insights to management.
  • Collaborate with support teams and other departments to resolve complex, escalated customer issues.
  • Participate in team meetings, huddles, and training sessions to foster a collaborative and high-performance culture.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM Software: Proficiency in using Customer Relationship Management platforms (e.g., Salesforce, HubSpot) to manage client data and interactions.
  • Point of Sale (POS) Systems: Experience processing transactions accurately and efficiently.
  • Microsoft Office Suite: Competency in using Outlook, Word, and Excel for communication, reporting, and scheduling.
  • Product Knowledge: Ability to quickly learn and articulate the features, benefits, and technical aspects of a diverse product/service portfolio.
  • Cash Handling: Demonstrable accuracy and integrity in managing cash transactions and reconciliations.

Soft Skills

  • Active Listening & Empathy: The ability to genuinely hear and understand customer needs and concerns to build rapport and trust.
  • Exceptional Communication: Clear, confident, and professional verbal and written communication skills.
  • Problem-Solving: A solutions-oriented mindset with the ability to think critically and creatively to resolve issues.
  • Conflict Resolution: Skill in de-escalating tense situations and navigating customer complaints with patience and professionalism.
  • Resilience & Adaptability: The capacity to thrive in a fast-paced, dynamic environment and handle rejection or difficult interactions gracefully.
  • Sales Acumen: A natural ability to identify customer needs and persuasively recommend appropriate solutions without being overly aggressive.
  • Time Management: Strong organizational skills to effectively manage multiple customer interactions and administrative tasks simultaneously.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED equivalent.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Business Administration
  • Communications
  • Marketing
  • Hospitality Management

Experience Requirements

Typical Experience Range:

  • 1-3+ years in a direct customer-facing role (e.g., retail, hospitality, customer service, or sales).

Preferred:

  • Demonstrated track record of meeting or exceeding sales and service targets in a previous role. Experience in a commission or performance-based environment is a plus.
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