Customer Service Clerk

Schedule: Monday's - Friday's; 8am - 5pm

Essential Duties & Responsibilities:

• Process incoming calls/orders on a daily basis.
• Process orders for wine and spirits in a high volume call center.
• Assist and document internal and external customers with inquiries related to the sale and delivery of product.
• Resolves internal and external customer service issues independently with general supervision.
• Active listener with inside sales or order desk experience who has a proven record of successfully upselling their customers.
• Manage all customer contacts to our policy of First Call resolution
• Have product knowledge and be able to quote discounts, new items, and various other products’ information to customers and salespeople.
• Adhere to common practices, concepts, and procedures within the customer service field.
• Use a combination of pre-established guidelines, creatively and independent judgment to make decisions and to accomplish goals and objectives.
• Keep team leads/management informed of any problems on any escalated issues.
• Provides information to and helps other departments, treating all of our customers professionally and respectfully.
• Advise team leads/management of any problems or mistakes so that appropriate resolution can be reached.
• Assist team with cash applications, collections, and customer research.
• Know and understand all company policies.
• Perform other duties as assigned.

Requirements:

• High school diploma or general education degree (GED); AND 1 to 3 years related experience.
• Must have experience in a high volume inbound call center.
• This position requires the ability to read and interpret documents such as invoices, credit memos, statements, email communications, safety rules, operating and maintenance instructions, and procedure manuals.
• This position also requires the ability to write routine reports and correspondence.
• This position further requires the ability to speak effectively before managers, customers or employees of the organization.
• This position requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• This position also requires the ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• This position requires the ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• This position also requires the ability to deal with problems involving several concrete variables in standardized situations.

Skills & Abilities:

• Must have intermediate skills in Microsoft Office (Outlook, Excel, Word, etc.) environment.
• Working knowledge for computer systems, Oracle, CCAAS, and Salesforce is preferred.
• Must be proficient in navigating the Internet.
• Must be familiar with Image document loading and retrieval.
• Highly motivated and self-starter.
• Excellent interpersonal communication skills (oral and written) to be in compliance with our quality scorecards.
• Must have strong organizational skills, prioritize and be able to multi-task.
• Ability to meet deadlines and follow up on pending issues.
• Ability to work independently, as well as in a team environment.
• Able to adhere to your defined schedule and be ready to perform work tasks as given at the beginning of the assigned shift.
• Must have an excellent attendance record.
• Requires schedule flexibility

Pay: $19.50 - $20.00 per hour

Benefits:

• Health insurance

Work Location: In person

Salary : $20 - $20