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About the Role

Provide outstanding customer service in a contact center operation, handling inbound and outbound calls, processing orders, and resolving customer issues.

Responsibilities

• Manage and respond to contract traffic (telephone calls, emails, faxes, etc.) using customer-oriented etiquette.
• Address customer issues, assuring that contract service levels and objectives are met.
• Greet callers, establish rapport, and project professional tone within established service standards.
• Schedule and place follow-up calls/e-mails in response to customer inquiries.
• Process customer orders and initiate order requisitions.
• Complete fulfillment and distribution of customer materials and documents.
• Utilize prescribed software to document, process and/or track all customer data and follow-up.
• Confer with departments or carrier personnel to expedite and/or trace missing or delayed shipments.
• Work with Customer Service Team to attain serviceability improvement and process enhancements.
• Contribute to the overall efficiency and effectiveness of the department and the organization by performing all other duties as assigned.

Requirements

• Must be able to work assigned contract hours.
• Must be able to maintain strict confidentiality of sensitive information.
• Associates Degree in related field preferred.
• Minimum of three years experience in customer service and/or Call Center industry.
• Ability to clearly communicate concepts, processes and methods to enhance learning and skill building.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to gather and interpret statistical data.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Regularly required to talk or hear.
• Frequently required to use hands to finger, handle, or feel objects or keyboard and reach with hands and arms.
• Occasionally required to stand, walk, and sit.
• Must regularly lift and/or move up to 10 pounds and may occasionally lift up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, and the ability to adjust focus.

Skills

• Dealing with Ambiguity
• Compassion
• Composure
• Customer Focus
• Excellent written and verbal communication skills
• Ethics and Values
• Function/Technical Skills
• Listening
• Self Development
• Interpersonal skills
• Working knowledge of computers, primarily Microsoft Office applications and internet browsers including Inter Explorer, Google Chrome, & Fire Fox.
• Flexible and adaptable to change.
• Ability to interact well in a team environment.
• Self-motivating
• Dependable
• Multitask
• Exceptional organizational skills
• Strong attention to detail
• Bilingual representatives speaking Spanish are strongly preferred.

Location

• Onsite

Work Type

• Full-time

Experience Level

• Minimum of three years experience

Education Level

• Associates Degree preferred

About the Company

• We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law

Equal Opportunity

• We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law