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Contact Center El Associate

4 months ago

Colchester, United States S & S Worldwide Inc Full time

**S & S Worldwide**

**Colchester, CT**

**SEASONAL CONTACT CENTER**

**Primary Duties**:

- Answer incoming phone calls in a timely, professional, engaging and friendly manner.
- Efficiently and expeditiously create and process orders, confirm prices, project shipping costs and delivery times and process price quotes while following strict, established, procedural order processing protocols.
- Conduct a thorough search of proper account and account history. Create and update accounts to include current and accurate customer and contact information, based on strict documented rules and guidelines.
- Communicate with and inform customers of any discrepancies on their orders including backordered or discontinued items, price changes, product changes, etc.
- Resolve order “Holds” in a timely manner, following set “Hold” procedures. May involve using various modes of internal and/or external contact.
- Bring complex and/or pending issues to departmental leadership team.
- Become familiar with and examine new and existing products. Utilize S&S website as well as catalogs to become familiar with the breath of product offerings.
- Assist customers by making product recommendations and offer product substitutions for back-ordered or discontinued items.
- Maintain “info book/files” including adding new procedures and replacing outdated procedures with new materials.
- May serve as a back-up to the Customer Service Department as needed. Goal is that all CC-EL associates are to be cross-trained into the Customer Service Department.
- Other duties may be assigned by departmental leadership team.

**Qualifications**:

- H.S. Diploma or equivalent experience
- Previous (telephone) sales/service experience preferred
- Effective, persuasive and empathetic communicator
- Articulate, pleasant, professional telephone manner
- Good command of English language and grammar
- Strong written skills
- Fast and accurate data entry skills
- Computer literate
- Must be able to work seated at computer and on the phone for long periods of time while maintaining efficiency, accuracy and pleasantness.
- Able to articulate features and benefits of products and services, improvise and respond quickly to a situation.
- Accurate and detail oriented
- Must be willing/able to wear a headset for extended periods of time

**Key Measurements**:

- Volume of calls/orders/quotes processed
- Low incidence of errors and mínimal record duplication
- Volume of product replacements for backorders and/or discontinued items
- Thorough knowledge of products and services
- Consistently excellent customer relations/communication
- Excellent attendance record

**Note**:While efforts have been made to ensure the accuracy of this position description, it is not warranted to be an exhaustive recitation of all position duties; the incumbent may be required to perform duties beyond those listed above.

**JOB DESCRIPTION