Summary: The Call Center Representative is a focal point for information flow between the customer and multiple internal teams to deliver an exceptional customer experience. The Call Center Representative will provide professional and consultative customer support for customer inquiries and issues through inbound calls, chat and email correspondence. Utilizing strong communication skills and a passion for responding to customer questions and issues, the Call Center Representative is responsible for answering questions and resolving issues relating to our products, customer orders and accounts, website content, company information and policies, and other aspects of the customer experience. The Call Center Representative will act as frontline support and work collaboratively with other departments to provide personalized and exceptional customer services that drive satisfaction and loyalty.

Essential Duties and Responsibilities: (Includes the following, other duties may be assigned.)

• Respond to a broad variety of customer inquiries, answering questions, providing supporting information and resolving product or service issues by clarifying the customer's need; selecting and explaining the optimal mix of information and support to close the inquiry. This work will include work in expediting issues, facilitating resolution and determining complete closure through customer follow-up.


• Be well versed in company products and services.


• Keep current with all product changes including the introduction of new company products and services. Ensure that the company's products are well represented in customer communications, engaging expertise when necessary to assist customers.


• Communicate and provide order status directly to customers.


• Work in an extremely fast-paced and multi-tasked environment, and take ownership of customer requests received via telephone, emails and other sources.


• Add value for customers by building relationships and trust through customer interactions and solicit customer feedback to improve service.


• Daily interaction with the following Departments:
  
  
  • Supply Chain regarding any materials issues as well as providing administrative support
  
  
  • Inventory Control regarding inventory shortages and product availability
  
  
  • Quality Department regarding Product Specifications, product classifications, and resolution of issues as they might relate to customer dissatisfaction
  
  
  
  

Performance Measurement Standards:

• Accurate and timely response to customer and sales inquiries


• Provide timely tracking information to the customers via website or email correspondence.


• Meet established KPI targets for response, quality and customer satisfaction on a consistent basis.


• Demonstrates urgency, acts promptly and quickly resolves inquiries while assessing multiple opportunities, maintaining accountability for taking actions that keep things moving forward.

Education And/Or Experience:The ideal candidate will possess:

• 1-3 years customer service experience


• Excellent organizational and communication skills


• Good analytical and math skills


• Excel Spreadsheet knowledge required


• Team Player who is flexible and acceptant to constant change in a fast-paced environment

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Requires office work and some travel.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EEO/Vet Disabled