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About the Role
The Inbound Call Center Rep is a high-volume, customer-facing role that blends inbound sales with full-service customer support. You will handle a large daily volume of inbound calls and a busy case and email queue, converting inquiries into quotes and orders, resolving complex issues with accuracy and empathy, and ensuring orders progress smoothly from initial contact to delivery. This role emphasizes speed, product knowledge, and composure under pressure, requiring you to meet daily activity and conversion targets, follow up on open quotes and cases, de-escalate difficult situations, and coordinate with various departments to deliver a consistently high-quality experience.
Responsibilities
- Answer inbound calls promptly and professionally within service-level targets.
- Uncover customer needs with open-ended questions, then recommend the right products, sizes, quantities, and options.
- Convert inquiries and quote requests into placed orders on the call whenever possible.
- Suggest relevant upgrades, add-ons, and volume pricing to increase order value.
- Enter orders accurately in the order system, including pricing, custom specifications, shipping, and payment.
- Follow up on open quotes and abandoned orders to close the sale.
- Resolve order status, shipping, billing, and account questions on the first call.
- Handle returns, replacements, reprints, and credits within company policy.
- Calm frustrated customers, own the issue, and follow through until it is resolved.
- Escalate complex issues to the right team (production, shipping, accounting) with complete notes.
- Document every interaction clearly in the CRM.
- Share recurring customer feedback and product questions with the supervisor.
- Keep current on products, promotions, and policies.
- Support email or chat queues during slower call periods as needed.
Requirements
- 2+ years of inbound sales and/or customer service experience in a high-volume call center environment.
- Proven ability to meet sales or conversion targets while delivering strong customer satisfaction.
- Strong problem-solving skills, with the ability to resolve complex issues and de-escalate difficult calls.
- Excellent verbal communication, active listening, and rapport-building skills.
- Clear written communication and meticulous documentation habits.
- Comfort in a fast-paced, metrics-driven environment with high call and case volume.
- Proficiency with CRM and quoting tools and everyday business applications (Outlook, Microsoft Teams, Microsoft Office).
- Ability to navigate vendor portals such as UPS.
- Organized and dependable — able to manage multiple follow-ups and competing priorities without losing track of commitments.
Skills
- Sales
- Customer Service
- Problem-solving
- Verbal Communication
- Active Listening
- Rapport-building
- Written Communication
- Documentation
- CRM proficiency
- Quoting tools proficiency
- Microsoft Outlook
- Microsoft Teams
- Microsoft Office
- UPS portal navigation
- Organization
- Dependability
- Bilingual English/Spanish
Location
- Brooklyn, NY
Work Type
- Full-Time
- Hybrid
Experience Level
- 2+ years
Salary/Compensations
- $22-$25/Hour + Commission
About the Company
- At SmartSign, we do more than manufacture signs—we help create peace of mind. As a leading e-commerce innovator serving more than 3 million customers, we combine technology with heavy-duty manufacturing. If you are looking for a collaborative, high-impact career where your work directly supports public safety and businesses worldwide, you belong here.
Equal Opportunity
- SmartSign is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We evaluate candidates on demonstrated skills and potential, and we encourage applicants who meet many — but not necessarily all — of the qualifications above to apply.