Call Center Specialist

Responsibilities :

• Answering phone calls and resolving consumer complaints and inquiries, in a professional manner;
• Handling customer inquiries within established policies, procedures, company standards, and workflows;
• Answering product and service questions, and suggesting information about other products and services by using training materials and other tools;
• Resolving product or service issues, by determining the cause of the problem, and explaining the best solution in solving the problem;
• Maintain a high knowledge of products, policies, procedures, and maintaining a practice of thorough documentation and proofreading;
• Perform order processing within the Navision system by opening customer accounts and by fulfilling refund and replacement requests, and handling return authorizations;
• Maintaining accurate customer records by updating account information;
• Handling other duties, as assigned by the department manager

Requirements :

Exceptional phone etiquette

Strong attention to detail, and strong organizational skills

Ability to research technical parts in service manuals, and think quickly to ensure expedient responses to consumers on the phone

Some College preferred, or equivalent business experience

Excellent communication skills

Able to work up to 2 nights / week (1pm - 9pm), and up to 2 Saturdays / month (9am-5pm)