Customer Service - Call Center Rep (Fort Worth, TX)
POSITION: Customer Service Representative I
REPORTS TO: Contact Center Supervisor
Pay rate: $15/hr.
Hours: Monday-Friday, 8am-5pm
GENERAL PURPOSE OF POSITION:
The Customer Service Representative I is responsible for providing inbound sales and support to customer inquiries via the phone. Must be able to work in a fast paced high call volume environment, resolve customer issues and complete sale orders accurately and independently. In addition the Customer Service Rep I must proactively communicate with co-workers to ensure customer satisfaction and retention.
Accurately accepts and places orders from inbound customer calls.
Answer and resolve issues regarding product usage, returns, and sales using excellent customer service skills.
Effectively answer and resolve issues regarding purchases and delivery of merchandise.
Relies on instructions and pre-established guidelines to perform the functions of the job.
Works under immediate supervision.
Ability to meet and maintain functional goals as determined by management.
Attendance is an essential function of this position.
Knowledge of firearms is preferred, not required.
Excellent customer service and communication skills.
Previous call-center CSR experience
Ability to type 40 wpm.
Work a full-time schedule including weekends and some holidays.
Agree to submit and pass criminal background and drug test.
High school diploma or equivalent and 1 – 2 years in the field or related area.
Customer Service- Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance
Problem Solving -Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Oral Communication- Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication- Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Adaptability- Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Dependability- Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Judgment- Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Quality- Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.