Order Intake 1 / CSR Contact Center Rep (11a-8p or 8a-4:30p)

Order Intake I-Customer Service Contact Center Representative

Shift: Monday - Friday, 11:00a - 8:00p OR 8:00a - 4:30p

Job Summary:

Join our dynamic team as a Contact Center Representative (CSR) and play a crucial role in ensuring we are servicing our veteran population with exceptional customer satisfaction. You will be the first point of contact for our clients, addressing their inquiries promptly and professionally. This role requires keen attention to detail, timely communication, and strong organizational skills to manage order inquiries and fulfillments efficiently. Knowledge in using our CRM, Salesforce, and contact center software is essential, along with meeting required Key Performance Indicators (KPIs). The ideal candidate will be a proactive communicator committed to providing high-quality service to our clients and team members.

Key Responsibilities:

Communication and Response Management

• Ensure all incoming inquiry calls are answered and responded to promptly.
• Maintain a courteous and professional tone in all communications with clients, addressing inquiries and resolving any issues that may arise.
• Maintain customer accounts and records of customer interactions, including details of inquiries, complaints, or comments.

Order Processing

• Accurately record and process incoming inquiries.
• Ensure all necessary documentation and information are collected to facilitate smooth and timely order fulfillment.

Coordination with Dispatch and Technicians

• Work closely with other departments to ensure that all orders are completed according to the veteran’s needs and dispatch requirements.
• Reach out to technicians for any special requirements or urgent requests related to deliveries received via phone call. These interactions should also be documented on the Salesforce work orders.

Documentation and Record-Keeping

• Maintain accurate records of all orders, client interactions, and follow-up actions.
• Prepare work orders with detailed notes that capture the information discussed during phone conversations.

Problem-Solving and Escalation

• Identify and resolve issues related to order intake and client communication, escalating complex issues to management as necessary.
• Take a proactive approach to prevent potential service disruptions or delays.

Qualifications:

• Communication Skills: Excellent verbal and written communication skills; ability to manage client interactions professionally.
• Organizational Skills: Strong attention to detail and ability to manage multiple tasks efficiently.
• Problem-Solving: Proactive in identifying and addressing issues; knows when to escalate for additional support.
• Technical Skills: Proficient with email and order management software; familiarity with CRM systems is a plus.
• Ability to pass a background check

Notes:

• Responsibilities and tasks are subject to change based on the evolving needs of the company.
• Performance will be monitored through key performance indicators (KPIs) to ensure all service standards and metrics are met.
• Responsibilities are subject to change due to business needs.

Compensation:

• $20.00 - $22.00 per hour

Benefits Include:

• 401(k) with matching
• Dental, health, and vision insurance
• Paid time off and parental leave
• Paid time off
• Parental leave
• Vision insurance

Work Environment:

• In-person in an office setting – Palm Springs, FL