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SmileMakers Call Center Customer Service Agent

4 months ago

Spartanburg, United States SmileMakers Full time

Overview:

As our SmileMakers Call Center Customer Service Agent, you will be responsible for handling customer calls and mail order entry as assigned. Completing work in a friendly and professional manner. Ensuring that all information is correct and communicated to the customer regarding; product knowledge, delivery methods, out of stock items, substitutions, specials, ship dates, policies and procedures, and price information.

Detailed Description:

Principal Duties and Responsibilities

Essential Functions
  1. Receive and process telephone calls, mail and fax orders, and catalog requests from customers in the US and Canada in a professional and courteous manner based on current procedures
  2. Perform telephone and mail functions in all Business Units
  3. Upsell, including but not limited to; CS specials, new product, favorites to achieve daily sales target
  4. Work on special projects as needed, including but not limited to completing outbound calls to customers for various reasons
  5. Assist customers with issues including, but not limited to web questions/problems, credits, refunds, promotions, invoices, new accounts, returns, miscellaneous billing, and reship
  6. Investigate customer inquiries or order issues and complete related documentation
  7. Provide personalized customer service of the highest level and maintain all customer information confidential
  8. Meet Department production and quality standards
  9. Respond to a fluctuating volume of calls and hard copy orders
  10. Maintain regular, predictable attendance
  11. Abide by all policies and procedures of SmileMakers and Oriental Trading Company
  12. Contribute to making SmileMakers a great place to work
  13. Must be able to attend face-to-face meetings on short or little advance notice
  14. Work requires in-person collaboration among colleagues and contractors

Marginal Functions
  1. Assist in the training of new Call Center employees on the computer system and procedures of Call Center operations as requested by a Supervisor
  2. Other related duties and projects as assigned

Heres what you need to join the fun:

Knowledge, Skills, and Abilities

  • Requires the ability to accurately type 4,200 keystrokes per hour
  • Sound knowledge of telephone etiquette
  • Requires good reading, listening, and interpersonal communications skills
  • Must be able to read and navigate through numerous computer windows in an efficient manner while speaking with customers
  • Must display a friendly manner and high degree of tact in dealing with customers is needed

Education
  • High School Diploma or equivalent combination of education and experience
Experience
  • Previous customer service experience preferred
Other Qualifications
  • Requires sitting for extended periods of time in a repetitive motion position
  • Although position is primarily sedentary, frequent movement may be required

Join us at SmileMakers, part of the Oriental Trading family of brands, where fun means business

SmileMakers (www.smilemakers.com) is the premier provider of patient giveaways and practice promotion products for the dental and medical markets. Founded in 1977, SmileMakers mission is to make smiles happen In 2013, SmileMakers was purchased by Oriental Trading Company, the nation's largest direct retailer of value-priced party supplies, arts and crafts, school supplies, toys and novelties. With a corporate vision to Make Life More Fun, Oriental Trading (a Berkshire Hathaway company) spreads joy and smiles to millions each year through a robust family of brands; Oriental Trading, Fun Express, MindWare, SmileMakers, Morris Costumes and halloweenexpress.com.

EOE