Call Center Representative

Why Join Us?

Great culture, pay, benefits, and investment in your training and development.

With Master's Transportation, you can be part of a fast-growing, innovative company. Our new company headquarters located on 40 acres in Kansas City, MO, features a state-of-the-art, climate-controlled facility. The Master's leadership team values our people and supports their growth and positive employee experience. For people looking to contribute, build on their skills, and work together for shared success, it's an exciting time to join the company!

Benefits:

• Generous Paid Leave and 12 Paid Holidays.
• Competitive health insurance, dental, vision, company-paid life insurance, and short/long- term disability benefits.
• 401(k) with company match.
• Flexible Spending and Health Savings Accounts.
• Discounts on travel, entertainment and more.
• Investment in Employee Development

Job Description

Job Title: Call Center Representative

Classification: Non-Exempt

Reports To: Customer Service Manager

Position Type: Full Time

Work Schedule: M-F 8:00 AM - 5:00 PM

Work Location: Headquarters-Kansas City Metro

Job Summary: The Call Center Representative serves as the initial point of contact for inbound customer calls. This role is responsible for answering calls professionally, identifying the nature of the caller's question or request, and routing the call to the appropriate representative or department for assistance. The position focuses on accurate call handling, clear communication, and efficient transfer of calls rather than resolving detailed customer issues directly.

Essential Functions:

• Answer inbound calls promptly, courteously, and professionally.
• Determine the purpose of each call by asking basic questions and identifying the caller's needs.
• Route or transfer callers to the appropriate representative, department, or branch for assistance.
• Provide basic general information such as department contact details or business hours when appropriate.
• Accurately document call details and transfer information in company systems, as required.
• Escalate urgent or sensitive calls to the appropriate contact in accordance with established procedures.
• Maintain current knowledge of internal departments, call-routing procedures, and contact information.
• Participate in required meetings and training related to call handling, routing procedures, and customer service expectations.

Competencies:

• Professional phone communication
• Active listening
• Attention to detail
• Customer service orientation
• Time management
• Organizational skills
• Ability to follow call-routing procedures
• Knowledge and execution of best practices and procedures for customer service

Supervisory Responsibilities:

None

Work Environment:

Office

Physical Demands:

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Required Education/Experience/Certifications:

• Education: High school diploma or GED
• Experience: 1+ year of call center, receptionist, switchboard, or customer service experience preferred
• Technical skills: Basic computer skills, data entry, Microsoft Office experience, and ability to use multi-line phone systems or call management tools

Preferred Education/Experience/Certifications :

• Experience with multi-line phone systems or call management software
• Previous experience routing high volumes of inbound calls
• Receptionist, switchboard, or call center experience

Travel Requirements

None

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

AAP/EEO Statement

Master's Transportation is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. Master's Transportation is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.