Call Center Representative

Job Description

Job Description

Description:

Position Summary: The customer service representative is responsible for providing superior customer service for all customers by using knowledge of company policies and procedures, as well as communicating effectively with team members within the customer service department. This is a full-time, non-exempt position.

Customer service department hours are: Monday - Friday 8:15 AM – 5:00 PM. CSRs are expected to be available to work a 40 hour week during the hours our customer service department is open. Shifts may vary depending on business needs.

Seasonal/occasional overtime is mandatory.

Essential Duties and Responsibilities:

• Responds primarily to inbound calls and may initiate outbound calls to resolve customer issues (80 - 90% of time spent on telephone calls)
• Accurately enters customer order data into company computer systems
• Processes customer orders/changes/ returns according to established department policies and procedures
• Responds to all internal/external calls, emails, and faxes in a timely manner, ensuring that customers’ concerns are understood and resolution is clearly explained
• Exemplifies high levels of quality, productivity, and efficiency in a manner consistent with continuous quality improvement
• Collaborates with the sales team to meet and exceed customer service expectations
• Utilizes Corvette Central catalogs as reference tool for customer assistance
• Demonstrates a willingness to learn and a passion for helping people
• Continually maintains a working knowledge of our products, services, and promotions
• Guides callers through navigating the company website
• De-escalates situations involving dissatisfied customers, offering assistance and support
• Demonstrates a high level of customer service empathy, professionalism, and respect
• Provides timely and accurate information to customers regarding orders and product requests

Job Specifications:

• High School Diploma or GED required
• Minimum 3 months of experience in a high-volume call center or customer service environment

Knowledge, Skills, and Abilities:

Knowledge Of:

• Customer Service and/or Call Center service
• Proficiency with Microsoft Office, Outlook, and NAV ERP system
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.

Skills:

• Strong oral, written and interpersonal communication skills
• High level of accuracy, attention to detail, and organizational skills
• Ability to learn new procedures, systems, and technologies
• Ability to prioritize and multitask
• Strong problem-solving skills and Mathematical aptitude
• Flexibility to adapt to changes in the company or department
• Self-motivated, positive attitude, and able to work independently and collaboratively as part of a team
• Reliable and punctual
• Ability to maintain grace under pressure and contribute to a positive work environment

Ability:

• Dexterity of hands to operate a computer keyboard
• Seeing to read and review material for accuracy.
• Hearing and speaking to exchange information with customers and coworkers
• Ability to sit for extended periods of time