SC II

This position will oversee a team of Storage Counselors and daily operations in the OpenTech Alliance customer service call center, managing "real-time work volumes and assisting customers and storage counselors. This position is responsible for coaching, skill development, and behavioral adjustment for their assigned Storage Counselors, in addition to the following duties.

Essential Job Functions

• Core duties and responsibilities include the following; others duties may be assigned
• Handles inbound sales inquiries via phone.
• Handles inbound service issues via phone.
• Provides detailed documentation.
• Provides real-time Customer support.
• Proactively engages customers to increase sales, which includes making outbound calls to existing and potential customers.
• Uses CRM (customer relationship management) solution for all customer interactions to maintain up-to-date and accurate records.
• Utilizes detail-oriented traits with solid follow-through skills to complete all reservation order processes.
• Maintains a deep comprehension of OpenTech product lines and services.
• Adheres to all company policies, procedures, and business ethics codes.
• Responds to caller inquiries in regards to a wide range of services and opportunities.
• Resolves caller concerns by providing consultative service and demonstrates strong verbal and empathetic skills.
• Accesses and accurately updates contract/contact records as appropriate utilizing several computer applications, systems, and resources.
• Remains updated on department and agency services, policies, and changes via the use of e-mail, web, bulletins, and other agency communication.
• Resolves contract service problems promptly and accurately, within prescribed agency guidelines, and in a manner designed to retain and promote customer loyalty.
• Provides information regarding services and agency practices as appropriate in accordance with the company's image and values.
• Reports trends related to the current and prospective customer, business partners, and service issues to management promptly.
• Monitor and rate calls for quality assurance purposes, as assigned by management.
• Adheres to department standards and individual goals or challenges as set by call center management.
• Uses interpersonal skills to diffuse and handle difficult caller situations either by phone or written correspondence.
• Maintains compliance with all standards, controls, policies, and practices as an active participant in the company's information privacy and security program.
• This job has no supervisory responsibilities

Accountability

Meet or exceed all minimum metric expectations. Must have no prior or current felonies concerning theft or finance.

Computer Skills

To perform this job successfully, an individual should have knowledge of Internet Software (MS Internet Explorer); Payroll Systems; Contract Management Systems; Word Processing Software (Word); Electronic Mail Software (Outlook); and Microsoft (MS) Windows.

Other Functions

• Performs other duties as assigned by supervisor
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
• Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to create and interpret graphs.
• To perform this job successfully, an individual should have knowledge of Internet Software (MS Internet Explorer); Spreadsheet Software (Excel); Human Resource Systems; Order Processing Systems; Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation Software (PowerPoint); and Microsoft (MS) Windows.
• This role can have no prior or current felonies related to financial matters

Physical Requirements

• Regularly uses a keyboard to interact with computer system
• Regularly required to communicate verbally
• This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

Educational/Training/Experiential Requirements

• 1 to 3 years of experience in a related Customer Service field preferred; or three-plus year's related experience, or equivalent combination of education and experience.
• Has knowledge of commonly-used concepts, practices, technology and procedures within the Managerial and Customer Service field.
• Experience with high volume environments: multi-task, prioritize, and self-sufficient.
• Strong communication and relationship-building skills.