Call Center Representative

Company Name:
Koch Davis
Takes incoming calls from customers regarding questions, first level complaints, status requests and new orders. Follows the call strategy to ensure the customer receives outstanding customer service. Maintains an average of 80% or greater for scored calls. Interacts with other departments when necessary to obtain customer information or order status. Notates customer accounts quickly and accurately. Sets up reshipments for incorrect, damaged or defective items. Ensures customer complaints are properly handled and directed; Identifies appropriate time to communicate escalated calls to the CS supervisors. Provides excellent follow up to customer inquiries. Responds to customer email inquiries as assigned. Operates the Internet chat feature with customers as needed.
1 to 2 years experience in a high call volume environment. Strong understanding of Microsoft Word & Outlook. Proficient in the utilization of a multiline phone system where calls are held in queue awaiting the next available representative. In addition, experience with stone edge order management system. Must have excellent written and verbal communication skills. Attention to detail, the ability to multitask and high levels of organization are required. Ability to exhibit extreme caution with sensitive data. Strong typing skills needed. Shift will vary throughout week; either 8a to 4p, or 10a to 6p Mon to Fri, weekend overtime will be required during busy season.
Not Specified.
Concern about human resource consulting.

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