What are the responsibilities and job description for the Call Center Representative position at DOCUmation?
Position Announcement
Position: Call Center Representative
Department: Admin
Reports To: Service Center Manager
Salary grade: DOE
FLSA Status: Full Time / Non-Exempt / Hourly
Location: San Antonio
Description
The Call Center Representative (CCR) is the first line of customer service for DOCUmation. Upon learning our systems and process, the successful candidate will be able to effectively receive all service and supply requests from either phone, company website or email to effectively process these requests and/or route them through to their appropriate destination. Other specific tasks include determining supply issuance protocols, processing equipment movement requests, and re-routing customer inquiries to the appropriate parties. Working cohesively alongside their CCR peers, the successful candidate will commit to our core values and will provide outstanding customer service support in keeping customer satisfaction at the core of every decision and behavior.
Responsibilities
- Effectively communicate with customers and internal employees in a manner demonstrating professionalism and courtesy
- Prioritizes service calls and creates a work order for the appropriate technician
- Prioritizes supply request and creates a supply order for proper shipping
- Performs additional duties by inputting data into E-Automate system for both service and supplies
- Performs miscellaneous clerical tasks as assigned by the Call Center Manager
- Assist with Printinista (DCA) and other unique tasks that support DOCUmation’s Aftermarket organization
Experience & Required Skills
- Requires the ability to multi-task in a fast-paced environment by working with telephone and company software
- Excellent verbal communication skills to interact with customers and employees on a professional level
- A willingness to accept specific tasks that amplifies our customer care program with unique customers as necessary
- Basic office skills that include data entry skills
- Must reflect the highest priority and emphasis on customer service and satisfaction
- Should have working knowledge of MS Office Skills that include Word, Excel, and Outlook
- Knowledge of E-Automate System is preferred but not required
- Attention to Detail
- Teamwork (cooperation)
- Work standards (concern for quality)
- Ability to quickly learn software applications
Education & Certification
- Minimum: High School Diploma or GED
Physical Requirements
- Ability to sit for extended periods of time
- Ability to occasionally stand, stoop, bend, and kneel
- Manual dexterity to use hands and fingers to handle, control computer and telephone keyboard
- Visual acuity to read electronic documents
- Ability to regularly speak clearly so listeners can understand
- Ability to understand the speech of others
Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to meet the needs of the organization.
