SUMMARY

Responsible for providing superior customer service through the daily process of answering incoming calls in a professional and courteous manner

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned to meet business needs.

Answer inbound customer calls in a courteous manner.

Requires customer to verify all personal information for security purposes, and updates information as needed

Provides customers with information pertaining to their order; such as unit prices, shipping date, anticipated delays, and any additional information needed by customer

Responsible to resolve any customer concern or issue, using material and guidelines available, in one call

Document all necessary information pertaining to customers account.

Correctly input status into the phone system to assure availability.

Utilize up sell techniques.

Forward any escalated issue to appropriate parties via phone or appropriate documentation.

Computes price, discount, and shipping charges as required.

Understand and follow client processes, procedures and be familiar with the product.

REQUIRED EDUCATION, SKILLS, ABILITIES, AND EXPERIENCE:

High School diploma or general education degree (GED); and/or at minimum six months related experience and/or training: or equivalent combination of education and experience.

Strong communication skills to respond to situations in a prompt and professional manner

Ability to carry out instructions furnished in written, oral, or diagram form.

Must be familiar with current software packages such as Microsoft Word and Excel and the ability to work in multiple systems and ability to input and retrieve data.

HOURS: 7:00 PM – 11:00 PM, Monday – Friday and 7:00 AM – 7:00 PM, Saturday.