Job Summary
The Contact Center Representative acts as the primary point of contact for customers and is responsible for all account management, selling activities, sales goal achievement, increase brand awareness, as well as handling customers transactions including but not limited to Order status, Claims, Order Tracking, Uploading artwork, etc. The Contact Center Representative is responsible for basic, moderate, and complex functions of Order Management with speed and accuracy in a fast-paced environment. In addition to serving their own customers, the Contact Center Representative aids and support to other customers and members of their Team.
Essential Job Functions- Selling and Customer Support Activities
- Achievement of Sales goals and Contact Center metrics
- Contributes to team achievement of service metrics and all Contact Center goals
- Manages all calls in a professional, timely and appropriate manner. Answers incoming customer calls, e-mails, or chat requests for information and resolution of issues or sales inputs within the defined SLA
- Actively calls out to assigned customers to inquire about additional Sales opportunities
- Probes for add on/solution selling opportunities during customer engagement conversations
- Recognizes and routes proactive sales opportunities to management when applicable and/or enters opportunity details into the tools provided
- Follow up on product backorders and order management
- Configures components to identify or clarify basic to complex customer solutions
- Completes outbound calls to new/existing customer base and/or e-mail communications to new/existing or prospective customers on company initiatives such as: standard outcall campaigns, event recruitment, or vendor leads
- Advises and recommend on product options, add-ons and solutions best suited for customer and their end users
- Maintains and applies product/vendor knowledge applicable to fulfill customer requests and capitalize on add-on solution selling opportunities
- Maintain positive relationship with customers, and consultant, and ensure satisfaction with services, monitor and maintain service level expectations, and perpetuate a best-in-class reputation. Manages relationship with designated contacts (i.e. purchasing agents) in efforts to grow sales and maintain business partnership
- Provide price and availability information within defined guidelines
- Submits, tracks, and escalates quotes/orders from customers
- Resolves and/or routes credit related issues
- Effectively investigate/escalate and resolve customer complaints and issues
- Order Management and Customer Service Activities
- All transactions performed accurately and meeting departmental SLAs
- Enters orders into system pursuant to individual order characteristic requirements. Orders may be received via e-mail, chat, telephone, or other relevant sources/channels.
- Manages orders by auditing orders for completion and accuracy
- Processing claims, redo/replacement orders or issuing In-store credit
- Training
- Attends all required trainings and displays appropriate knowledge of materials
- Attends Contact Center training and achieve a passing mark in the assessments
- Completes and pass the self-paced trainings and monthly learning checks in timely manner
- Miscellaneous Activities
- Assists the Contact Center Team with administrative duties as assigned.
- Performs all other duties as designated by Management
- Performs ongoing maintenance of Customer Profiles for customer base (updating records in Admin Panel, FreshDesk and other tools)
Job Qualifications
- Formal education or training required such as degrees, courses of study, certification
- Associate's/Bachelor's Degree
- Minimum of (1) one-year previous sales/customer service experience, preferably in a related industry.
- Experienced contact center professional, effective telephone, chat, email techniques and customer care
Technical Skills
- Personal computing or keyboarding/data entry
- Moderate knowledge of Excel required
- Excellent communication skills; written and verbal required
- Strong organizational skills also required
- Basic sales and negotiation skills required
