Call Center Representative

Be a member of a Call Center team who interacts with customers to provide information in response to inquiries about products and services, to assist in the ordering process and to handle and resolve complaints. Our Call Center averages approximately 1,000 calls per person per month. This includes helping with technical questions, inventory checks and order status. Other duties may be assigned.

Duties/Responsibilities:

· Data Entry – Process orders received from fax or email, Electronic Data Exchange (EDI) and Assigned Accounts.

· Verify applicable order and supporting documents and prioritize handling of “pickups” and “must ship” requests, rush orders and stop orders.

· Answer calls in queue. The incoming calls start at 8 am and close at 5 pm. Confer with customers by telephone or by email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

· Resolve customers' service issues, expedite orders, offer other product, freight quotes. Complete order and change forms and prepare change of address records, updating ship dates or issue stopped orders.

Education and Experience:

High school diploma or equivalent required and 5-to-10 years of Call Center customer service experience.

Knowledge:

Customer Service - Knowledge of products, principles and processes required for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Must speak in a courteous business-like manner that enhances Customer Satisfaction.

Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, other office procedures and terminology.

Computers - Knowledge of desk top computers and applications including MS Office products especially Excel and Outlook. Must have experience with enterprise resource planning (ERP) systems, Microsoft Dynamics preferred.

Required Skills/Abilities

· Active Listening: Give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

· Problem Solving: Think logically to identify the strengths and weaknesses of various solutions or approaches to problems, sometimes resolving Customer complaints and concerns.

· Your Own Honest Critic: Ability to assess your own performance to make improvements or take corrective action.

· Comprehensive Reading: Ability to understanding written sentences and paragraphs in work related documents.

· Speaking: Use business-appropriate grammar to convey information effectively.

· Writing: Communicate effectively in writing as appropriate for the needs of the audience.

· Balancing Multiple Priorities: Deal with more than one priority at the same time.

· Keyboarding: Capable of accurately typing approximately 50 WPM with High accuracy.

· Punctuality: Demonstrate the discipline to be on the job from 8 AM to 5 PM Monday through Friday to support our customers.

Job Type: Full-time

Salary: $22.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Experience level:

• 2 years

Shift:

• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person
• Office

Ability to commute/relocate:

• Flowery Branch, GA: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person