Inbound Call Center Representative

Job Description

Job Description

Role

AudioCityUSA is hiring an Inbound Call Center Representative to manage incoming phone calls and ensure customers reach the correct department quickly. The position requires strong communication skills, good judgment, and the ability to handle a high volume of calls efficiently. The representative will answer general questions about orders, tracking, and basic product information, and route customers to Sales, Customer Service, or Claims as needed.

Hours

• 8 am - 5 pm PT
• This role requires the Inbound Call Center Representative  to work out of our Santa Fe Springs, CA office a minimum of 5 days a week, with Monday-Saturday availability preferred.

Responsibilities

Answer and direct incoming calls to the appropriate department or individual

Ask qualifying questions to determine the correct department (Sales, Customer Service, or Claims)

Provide quick answers to common inquiries, including order status, tracking, and simple support issues.

Transfer calls with context to reduce unnecessary handoffs

Monitor call queues and ensure customers are not left on hold for long periods

Record notes or call details in HubSpot when necessary

Support the Sales and Customer Service teams during peak call periods

Identify recurring issues in call routing and suggest improvements

Qualifications

Minimum 2 years of experience in a customer service or call handling position

Clear and professional phone communication skills

Strong multitasking and organizational abilities

Basic knowledge of wheel and tire products preferred

Experience using CRM software such as HubSpot

Reliable, detail-oriented, and customer-focused

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