What are the responsibilities and job description for the Call Center Representative position at Coker Tire Company?
Job Description
Job Description
Description :
Position Summary : The customer service representative is responsible for providing superior customer service for all customers by using knowledge of company policies and procedures, as well as communicating effectively with team members within the customer service department. This is a full-time, non-exempt position.
Customer service department hours are : Monday - Friday 8 : 00 AM – 5 : 00 PM and Saturdays 10 : 00 AM. – 2 : 00 PM. CSRs are expected to be available to work a 40 hour week during the hours our customer service department is open. Shifts may vary depending on business needs. Seasonal / occasional overtime is mandatory.
Essential Duties and Responsibilities :
- Responds primarily to inbound calls and may initiate outbound calls to resolve customer issues (80 - 90% of time spent on telephone calls)
- Accurately enters customer order data into company computer systems
- Processes customer orders / changes / returns according to established department policies and procedures
- Responds to all internal / external calls, emails, and faxes in a timely manner, ensuring that customers’ concerns are understood and resolution is clearly explained
- Exemplifies high levels of quality, productivity, and efficiency in a manner consistent with continuous quality improvement
- Collaborates with the sales team to meet and exceed customer service expectations
- Utilizes Corvette Central catalogs as reference tool for customer assistance
- Demonstrates a willingness to learn and a passion for helping people
- Continually maintains a working knowledge of our products, services, and promotions
- Guides callers through navigating the company website
- De-escalates situations involving dissatisfied customers, offering assistance and support
- Demonstrates a high level of customer service empathy, professionalism, and respect
- Provides timely and accurate information to customers regarding orders and product requests
Requirements : Job Specifications :
Knowledge, Skills, and Abilities :
Knowledge Of :
Skills :
Ability :