Call Center Representative

5 months ago

Lewisburg, United States US Tech Solutions Full time
Description:
Manage large amounts of incoming calls Generate sales leads Identify and assess customer's needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers

Summary:
We are Customer Service for Client's ICP family of brands. We serve all North America, including Canada. Our customer base are distributors of our equipment.
Agents could take up to 50 calls per day and log each call in our system as well as entering up to 50 transactions in our system.

What we help them with:
•Dealer referrals to distributors
•Provide customers with order information, assistance
•Product support: Parts and Equipment
•Transactional: Orders, Claims and Invoicing
•Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department
•Customer inquiries are triaged by Tier 1 and transferred to the Tier 2 representatives
•Agents are also responsible for triage and assistance of internal customer requests. Identify if a customer need can be met or will it require a case transfer to Tier 2.

Specific Responsibilities for this position may include:
- Answer incoming calls and respond to customers emails
- Route calls to appropriate resources
- Document all call information according to standard operating procedures
- Entering accurate ordering information into a company system.
- Comfortable working in fast-paced environments
- Strong time management and organizational skills
- Proficiency in Microsoft Office Products (Excel, Word)
- Familiarity with SAP and Call Center, and Sales Force a plus

The ideal candidate will be a high energy, dynamic individual looking for an opportunity to join a diverse organization in a very competitive environment.

Successful candidates will have:
- Ability to analyze unlike information and draw conclusions/recommendations
- Strong verbal, written and inter-personal communication skills
- Proficiency in MS Office tools
- High degree of self-motivation to address and improve business needs.
- Sense of urgency, self-initiative, commitment and sense of ownership is a must.
- Superior follow-up and follow-through skills
- Highly organized and flexible with the ability to prioritize their individual time while balancing customer's demands and requirements to meet company objectives and goals.

Additional Job Specifications:
Training is 6 weeks long. Half of the time will be classroom training, the second half will be hands on with our systems.
Schedule: Regular hours are Monday-Friday 8- 4:30 pm
•Agents must type 60+ WPM
•Excellent customer service skills
•Strong written and oral communication skills
•Experience in MS Office
•Familiarity with SAP and Sales Force a plus

Typing tests and call center background tests a plus, but not required.

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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