The E-Commerce Call Center is charged with creating a positive first impression with our customers and prospects through timely, personalized and professional interactions. This job function is responsible for answering all incoming calls, chat sessions, emails, fielding customer questions and complaints, and transferring potential leads to our sales team. This position has responsibility for:
a) Managing large amounts of inbound inquiries and outbound calls in a timely manner
b) Utilizing software, databases, scripts, and tools appropriately
c) Processing customer parts sales and order processing
d) Generating sales leads by screening callers and identifying potential opportunities
e) Resolving customer issues in an accurate and efficient manner
f) Increasing job knowledge by actively participating in learning opportunities
Also:
- Communicating via various channels such as telephone, email and chat with customers and internal areas including parts, service, sales, rental, marketing, and others as necessary
- Maintaining and improving quality results by adhering to standards and guidelines; recommending improved procedures
- Recognizing, documenting, and alerting the management and call center team of trends in customer calls
- Understanding and striving to meet or exceed call center metrics while providing excellent and consistent customer service
- Occasional local travel between company and branch locations may be required
- Other duties as assigned
This vital position requires a customer-focused, detail oriented, self-driven, flexible problem-solver who will assist customers in resolving technical and product information inquiries, as well as recommending appropriate products to drive revenue growth. The individual in this position must have an outgoing and positive demeanor, have a competitive attitude with a passion for customer service, a motivated and energetic work ethic, and have a track record of working well with others in a team environment.