Danvers, MA
Position: Call Center/Order Entry Representative
Pay Rate: $27
Hours: 8:30am- 5pm Mon thru Fri
SUMMARY: Act as the liaison between our company and its service partners. The successful candidate will be able to accept ownership for effectively owning and directing customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior. Responsible for end-to-end case management including dispatch, parts ordering, quoting, invoicing, etc.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned
- Processing and directing inbound and outbound calls to service personnel in a timely manner
- Following call center “scripts” to determine the disposition of the customer inquiry
- Identify customers’ needs, clarify information, research issue, and provide solutions
- Manage large amounts of inbound and outbound inquiries (External / Internal customers) in a timely manner and ensuring continuous follow-up to keep customers informed of status
- Build sustainable relationships and engage customers by taking the extra steps to ensure resolution
- Keep records of all conversations in our call center database (SalesForce) in a comprehensible way
- Preparing Quotes, processing PO’s, Parts Ordering, case closure review, invoicing for billable accounts
- Escalation for urgent issues including overnight parts ordering
SKILLS:
- Become proficient with our call tracking systems through ongoing training sessions
- Meet personal/team qualitative and quantitative targets
- Previous experience in a customer support role
- Track record of over-achieving quota
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and service practices
- Customer focus and adaptability to different personality types
- Able to empathize with customer and diffuse difficult situations
- Ability to multi-task, set priorities and manage time effectively
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education & experience
- High School Diploma (Preferred: Associates Degree or higher Preferred in the disciplines of Business Administration, Communications, Marketing, or relative field)
- 1+ years of experience in call center setting preferred
- Must be a results oriented, team player, people person
- Must be highly organized
- Must be self-driven to optimize performance without the need for extensive supervision
- Must possess excellent verbal and written communication skills and work effectively in a demanding, fast paced environment
- Must have and exhibit excellent presentation skills in small and large groups situations
- In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire
Computer & Analytic skills
- Must be excellent with technology, able to present using a laptop and able demonstrate proficiency with Excel, Word, PowerPoint, Outlook, Publisher, Internet Explorer, and Google Chrome
How to apply.
Applications are submitted through TopOneHire and routed to the hiring company. TopOneHire is a publisher and listings platform — we do not screen, interview, or make hiring decisions.