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.

ESSENTIAL FUNCTIONS:

  • 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.

REQUIREMENTS

  • 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.

COMPETENCIES:

  • 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.