Job Title: Call Center Representative

Department: Customer Service
Reports To: Call Center Team Lead
Location: Peculiar, MO Plant

Position Overview

Answer incoming calls to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Essential Job Functions

  • Answer calls with-in 2-3 rings.
  • Back up support for switchboard, route calls to appropriate resource.
  • Provide technical support to reps, customers and engineers.
  • All calls should be handled directly by person answering the phone, unless they request to speak to someone specifically.
  • Follow through with any request as a result of phone conversation.
  • Build relationship with customers by providing a friendly and positive image of Sioux Chief.
  • Quick and accurate answers to questions.
  • Good follow through on promises made.
  • Handle any request for return goods, shortages or mis-shipments; research when necessary and communicate back with customer as to resolution.
  • Follow-up on RMA’s that required a reversal and product has not been returned.
  • Contact customer on unauthorized returns and issue RMA if necessary.
  • Responsible for all FEI Branch Inquiries.
  • Document all call information according to standard operating procedure.

Non-Essential Job Functions

  • Assist order entry as needed.
  • Assist with managing the incoming faxes as needed.
  • Other duties as assigned.

Requirements

  • Good data entry and typing skills.
  • Listening, verbal and written communication skills.
  • Problem analysis and problem solving.
  • Knowledge of customer service principles.
  • Customer service oriented.
  • Organizational skills.
  • Multi-tasking is a must.
  • Adaptability.
  • Ability to work under pressure.
  • Team oriented and positive attitude.
  • Resilience.
  • Remain in a sitting position and view a computer screen for extended periods of time.
  • Repetitive motion movements using wrists, hands and or fingers.

Education and Experience

  • High school diploma or equivalent.
  • Minimum 2 years customer service experience.

Please submit all resumes with experience and qualifications to employeeservices@siouxchief.com
No phone calls or recruiters please.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.