Call Center Agent

POSITION PURPOSE AND SCOPE:
Responsible for fielding incoming calls, emails, orders, and complaints in a customer service environment by following standard scripts and standard procedures while performing routine tasks that require working knowledge of the Company’s products, compensation plan and other services.  Must be courteous, professional, and have the ability to investigate and resolve issues in a professional, appropriate and expeditious manner. 

ESSENTIAL RESPONSIBILITIES:

 

• Fields incoming calls, emails, orders, and complaints
• Answers questions regarding company products and services by referring to standard scripts and following appropriate procedures.
• Investigates and resolves issues in a professional, appropriate, and expeditious manner.
• Forwards all questions, issues, or complaints, for which answers are unclear or beyond the level of employee’s current knowledge, to a lead, senior agent, supervisor or to Customer Service Manager
• Interacts with all contacts in a helpful, courteous, and professional manner and is respectful of diversity.
• Maintains a clean and safe work area. Work well in a Team environment and take directions in a positive manner.
• Outbound calls to customers, to generate sales, inform customers of new products and upcoming events.

Note: This description is not intended to be all-inclusive.  Employees may be requested to perform other duties as requested. 

EDUCATION/EXPERIENCE:   
High school degree or GED with at least 1 year of call center experience, or equivalent combination of education and experience in inbound direct sales call center environment desirable.   

SKILLS AND ABILITIES:
Must be able to speak, write, read and understand basic English; articulate clearly and possess good grammatical skills; understand and calculate basic mathematical problems to include addition, subtraction, multiplication, division, and percentages.  Must be proficient in Microsoft Office programs and computer systems.

PHYSICAL DEMANDS:
Positions is required to sit, stand and walk, stoop, bend, reach and kneel.  Lift from 15 to 20lbs on occasion.

WORK ENVIRONMENT:
Noise, dust, lighting, temperature, and physical/ergonomic hazards are typically those usually found in an office environment.