Call Center Representative

Call Center Representative (CCR)

We are seeking a highly motivated and skilled Call Center Representative (CCR) to join our team. The Call Center Representative (CCR) is responsible for handling both inbound and outbound phone calls, providing support, documenting information, and resolving issues. This role supports the entire organization as it is the first point of contact for incoming calls from clients, vendors, suppliers, and more.

The CCR must be able to manage a high volume of calls in a friendly, professional and efficient manner, while following the call routing and documentation processes and procedures. This role requires effective communication, problem-solving skills, fast-pace, a positive attitude, and multi-tasking. The CCR will interact with clients, technicians, and internal teams, utilizing a variety of TailWind systems, to ensure seamless service delivery.

Essential Functions

• Answer incoming calls from clients, vendors, suppliers, and more.
• Follow protocol for specific call types, including triage and escalation when necessary.
• Document required information into the corresponding systems to ensure accurate tracking and resolution.
• Efficiently navigate company systems to access client and vendor data, update records, and complete service tasks.
• Manage check-in and check-out calls from our vendor technicians and review deliverables provided to ensure that all required job tasks were completed.
• Assist with 24-hour and 1-hour scheduling reminder calls to our vendor technicians.
• Follow company policies, procedures for call handling & routing, issue resolution, & cross-department collaboration.
• Consistently conduct activities in a friendly, professional and courteous manner.
• Other Duties as assigned.

Required Education and Experience

• High School Diploma
• Computer Experience
• Self-starter and proven ability to work independently and on a team
• Proficiency with Microsoft Office suite of PC Tools
• Phone skills, including familiarity with complex or multi-line phone system
• Ability to work in a fast-paced environment, multi-task, and meet deadlines
• High degree of accuracy and attention to detail
• Ability to remain calm and composed under pressure or during challenging calls
• Previous successful experience in a call center or customer service role is a plus!

Why Join Us?

• Hybrid Work Schedule - This position is Hybrid every other week in office
• Dynamic Environment: Work in a fast-paced, supportive, and collaborative team.
• Career Growth: Opportunities for career development and advancement within the company.
• Comprehensive Benefits: 401K Match, Medical, Dental, Vision, HealthiestYou!, Basic Life Insurance, Voluntary Life Insurance, Short Term Disability, Long Term Disability, Hospital Confinement, Accident, Specified Disease, Paid time Off (PTO), Floating Holiday, Birthday PTO.
• Compensation $17-$21 per hour

If you are passionate about delivering outstanding customer service and thrive in a fast-paced, team-oriented environment, we encourage you to apply and become a part of our growing company!