Job Title: Call Center Representative
Department: Customer Service
Reports To: Call Center Team Lead
Location: Peculiar, MO Plant
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.
- 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.
- Ability to work under pressure.
- Team oriented and positive attitude.
- 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 email@example.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.