Call Center Representative

ROLE SUMMARY

Our client is looking for a Call Center Representative who will take calls from customers to answer any questions or address any concerns they may have. This role will include performing general administrative duties.

SCHEDULE: 8:00 AM – 5:00 PM or 9:00 AM - 6:00 PM Eastern Daylight Time

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Answer phone queue and internal system phone calls

·       Handle calls from National Account customers, branches, partner shops, and general calls

·       Perform general administrative duties including managing emails, creating new job tickets, quote and invoice submissions, and maintaining documents to track objectives

·       Receive and review work orders from customers to identify service needs

·       Dispatch new jobs to branch or partner shop and communicate customer requirements

·       Manage the life cycle of the work order to completion

·       Communicate with sub-contractors and partner shops to provide job status updates to customers

·       Review estimates and invoices from sub-contractors and partner shops to ensure accuracy and completeness

·       Respond to customer concerns through problem-solving techniques to resolve issues on time while maintaining positive customer relationships

·       Perform other tasks as needed

QUALIFICATIONS

·       Strong organization, oral and written communication skills

·       Experience in a multi-client environment

·       Strong computer aptitude, which includes expertise with Microsoft 365 applications

·       Analytical skills with particular attention to detail

·       Ability to function in an autonomous environment—independent worker, self-directed

·       Strong leadership skills with the ability to inspire and motivate teams

·       Analytical mindset with the ability to think strategically and solve complex problems

·       Flexibility and adaptability to thrive in a rapidly changing environment