Call Center Customer Service Representative

SUMMARY: Act as the liaison between our company and its service partners. The successful candidate will be able to accept ownership for effectively owning and directing customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior. Responsible for end-to-end case management including dispatch, parts ordering, quoting, invoicing, etc.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Processing and directing inbound and outbound calls to service personnel in a timely manner
• Following call center “scripts” to determine the disposition of the customer inquiry
• Identify customers’ needs, clarify information, research issue, and provide solutions
• Manage large amounts of inbound and outbound inquiries (External / Internal customers) in a timely manner and ensuring continuous follow-up to keep customers informed of status
• Build sustainable relationships and engage customers by taking the extra steps to ensure resolution
• Keep records of all conversations in our call center database (SalesForce) in a comprehensible way
• Preparing Quotes, processing PO’s, Parts Ordering, case closure review, invoicing for billable accounts
• Escalation for urgent issues including overnight parts ordering

Education & experience

• High School Diploma (Preferred: Associates Degree or higher Preferred in the disciplines of Business Administration, Communications, Marketing, or relative field)
• 1 years of experience in call center setting preferred

·         Must be a results oriented, team player, people person

·         Must be highly organized

·         Must be self-driven to optimize performance without the need for extensive supervision

• Must possess excellent verbal and written communication skills and work effectively in a demanding, fast paced environment

·         Must have and exhibit excellent presentation skills in small and large groups situations

·         In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire