Call Center Customer Service Representative

Job Description

Job Description

Benefits:

• Employee Stock Ownership Program
• Dental insurance
• Employee discounts
• Health insurance
• Vision insurance
• Wellness resources

Call Center Customer Service Representative

Big Sandy Superstore was recently named One of America's Fastest Growing Home Furnishings Retailers!

Our call center customer service representatives are an important piece of the overall success of Big Sandy Superstore!  When customers are provided with an exceptional experience, they will not only return, they will refer us to their friends and family. Our customer service jobs are focused around helping customers with warranty issues, product concerns and processing their orders in a timely manner. The ultimate goal is to ensure a fully satisfied positive experience with their purchases and with our organization as a whole.

We have a great benefits package consisting of:

• Health Insurance - Affordable health insurance with the 2 plan options: PPO 2000 or HSA 3000
• Dental Insurance - Affordable dental insurance with NO waiting period.
• Vision Insurance - Quality vision coverage for very little cost.
• Life Insurance - $10,000 Life Insurance Policy paid in full by the company.
• 401K Plan - All administrative fees are paid by the company.
• ESOP - Employee Stock Ownership Program
• Paid Time Off - Competitive paid time off policies.
• Employee Discount - Generous employee discount on ALL merchandise.                                                               

Evenings and Weekends required.

The Call Center Customer Service Representative’s mission is to answer incoming phone calls and assist customers with product or service information.

The Customer Service Representative is responsible for carrying out all duties required to ensure the mission described above is satisfied. The expectations of this job are as follows:

1. Open New Work Order
   • Greet customers in a friendly and professional manner
   • Obtain all information from the customer needed to look up the invoice (name, phone, date of purchase, etc.)
   • Open customer’s work order in an efficient and timely manner
   • Verify unit’s warranty and email warranty company for verification if necessary
   • Transfer call to appropriate department (scheduling, triage, etc.)
   • Note work order with necessary details (technician initials, warranty information, etc.)
   • Ensure work order’s are placed in proper status and job type within Dispatchtrack
2. Look Up Existing Work Order
   • Greet customers in a friendly and professional manner
   • Obtain all information from the customer to look up existing work orders (name, phone, etc.) 
   • Verify what the customer is asking for (part eta, status update, etc.)
   • Determine if call needs to be transferred to another department
   • Verify customer's address and phone numbers before transferring the call
3. Additional tasks, both within the scope of this position and outside of it, will be assigned and are expected to be completes within the agreed upon timeframe. 

Qualities:

• A self-starter with strong multitasking skills
• Someone that can work independently or within a team environment
• An individual who has the financial well-being, public confidence in, and image of the Company in mind at all times.

Minimum Qualifications:

• High School Graduate or GED
• Strong computer skills with efficiency in Microsoft Office suite
• Strong interpersonal skills

Company reserves the right to add or delete from job description as needed