Customer Service Rep
3 weeks ago
Customer Service Rep
Tracking Code 19310-376 Job Description If youd like to become part of an exciting, fast-paced organization, BMC is the company for you Military and Veterans encouraged to apply.
At BMC, the Customer Engagement Sales Representative facilitates, executes, and resolves activities related to inbound e-commerce sales, account activation and management, customer service requests/escalations, and outbound customer engagement operations in a fast-paced Call Center environment. This role is responsible for providing best in class customer service and addressing questions regarding product availability, order status, general store information, and customer feedback for our nationwide chain. The Customer Engagement Representative is directly responsible and accountable for centralized eCommerce interactions with customers and offering effective support to field personnel working within the e-commerce platform. Protecting and enhancing customer engagement with the organization, brand, and selling platforms is at the heart of all job responsibilities and functions.
This position could work hours that align with our west coast locations including a rotating shift of 10am - 7pm Eastern.
**Major Responsibilities:**
- Direct engagement with outside customers answering a multi-line virtual phone system, direct online chat, or responding to email correspondence.
- Deliver best in class customer service by effectively addressing general questions regarding product availability, product selection, placement of orders, requests for prices & quotations, customer complaints, scheduling of deliveries and installations, policies and procedures via phone, email, and chat.
- Initiate or receive communication with customers to follow-up on orders and inquiries as appropriate, gathering initial information for material take-offs and special products requests for appropriate hand-off to the market field sales teams.
- Initiate outbound cold calls to select accounts with intent to re-engage account in the buying cycle and connecting to local sales team when appropriate.
- Active sales generation through phone or e-commerce platforms.
- Proactively initiate handoff to market teams for in-depth customer follow-up, sales capture, or escalation resolution.
- Closure of feedback loop on all market delivered cases and sales leads, detailing full lifecycle and resolutions.
- Utilize CRM Tools to accurately document all customer contacts, escalations, and omnichannel sales.
- Utilize BackOffice and ERP programs to research orders, exceptions, or returns.
- Resolve e-commerce exception order issues assigned to the centralized call center and oversee the processing of exception orders assigned to the market teams for resolution.
- Support usage and adoption of eBusiness tools of customers & associates.
- Create a feedback loop with leadership and field partners on relevant trends and best practices.
- Other duties as assigned.
Required Skills
- Confidentiality requirement for secured access locations, sensitive information, and data privacy.
- Organization and time management skills to effectively prioritize then execute multi-tasking functions through the workday.
- Ability to effectively operate inside a team environment, both in person and remote.
- Active listening capability with follow-up critical problem-solving skills
- Ability to effectively, professionally, and succinctly, communicate verbally over the phone, or written for online text chat, in a professional manner.
- Tech-savvy with ability to absorb and navigate a variety of digital tools for effective Call Center business operation; strong emphasis on ERP, Salesforce CRM, Microsoft Office Suite, and Internet based Applications.
- Ability to effectively utilize and enhance personal selling skills.
- Ability to effectively execute outbound cold calls.
- Ability to effectively operate a multi-line phone stem.
- Knowledge of building supply products and services.
- Proficient typing skills required.
**Preferred Skills & Abilities:**
- Multi-lingual capabilities, fluent read and write English/Spanish.
Required Experience
- Associate degree or 2 years equivalent work experience.
- 1+ years related experience in a Customer Service, Building Industry, or related field.
**Preferred Experience:**
- Call Center
- CRM and Digital Tools Usage
- Building Industry/Materials Supply Sales
Job Location Raleigh, North Carolina, United States Position Type Full-Time/Regular ** Apply**
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