Call Center Representative - Full-time / Part-time

We have a full-time/part-time opening for a Call Center Representative.

Must be able to work various shifts per week.

BASIC PURPOSE Provide contact and liaison between customers and the sales and distribution departments. Process incoming orders; receive, evaluate, and respond to written or telephoned customer inquiries in a timely manner. Work within established guidelines in order to achieve the objectives of the service agreement consistent with customer expectations, company policy and profit and quality requirements. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Develop and maintain a sufficient level of knowledge to solve customer problems relating to returns, damage, warranty, products requiring repair, manufacture, incorrect merchandise and shipping & handling. 2. Prepare and resolve DM's (Debit Memo's); expediting in accordance with procedures to assure customers receive credit in a timely manner. 3. Prepare and resolve MRA's (Merchandise Return Authorization), follow-up and process customer credit accordingly. 4. Negotiate disputes in a sincere effort to satisfy all customers. 5. Keep current with development on all manufacturers' products shown in our catalog and their service polices. 6. Promptly respond to all shipping/handling "on hand" notices received to assure that storage charges do not accrue. 7. File shipping and handling claims: a. arrange inspection b. arbitrate claims c. appropriate follow-up to assure claim is resolved and customer credited 8. Assist customers regarding technical questions (conference calls, obtaining installation instructions, provide names of authorized service agents) as necessary to assure products will be installed correctly. 9. Accurately record internal notes on the customer's account of all customer support activity. 10. Respond promptly to customer phone calls and/or other methods of communication, providing superior customer service. 11. Maintain and strengthen account relationships. 12. Participate in and satisfactorily complete all required training and development programs for the assigned position. Attend scheduled sales meetings with vendors as assigned to become more knowledgeable regarding the products we sell. SUPERVISION The incumbent is not required to provide direct supervision for any position. RELATIONSHIPS Internal: The incumbent is required to interact with associates at all levels of responsibility throughout the company. External: The incumbent is required to interact with the following: Ø Auditors Ø Customers Ø Suppliers Ø Vendors QUALIFICATIONS Education/Training: The position requires a high school diploma or GED equivalent. College coursework or degree desirable. Related Experience/Requirements: Good verbal and written communication skills are essential requirements for the position. Call Center Operation s experience is preferred. Knowledge/Skills/Abilities: · The position requires above average personal computer skills and proficiency using Microsoft Office software to include Word and Mail and the ability to use Intranet and Internet applications. · Problem Resolution · Build and maintain rapport · Multitasking ability · Ability to calculate discounts, margins and subtractions quickly and accurately.