Call Center Representative

STATEMENT OF POSITION RESPONSIBILTIES

CALL CENTER REPRESENTATIVE

JOB FUNCTION: Full-time [Non-Exempt]
Location: 901 W. Main Street Woodville Ohio 43469
Hours: Monday - Friday, 9:00 AM – 5:00 PM

Reports to: Director of Marketing

We are seeking a dedicated and detail-oriented Call Center Representative to join our team in a fast-paced office environment. This role goes beyond answering and routing calls – we are looking for an individual who is data-driven and thrives in managing call volume, processing warranties, setting lead appointments and performing call audits to ensure quality assurance. This position will be responsible for carrying out the quality, standards, and reputation Freedom Roofing, Windows and Siding has built over the past twelve years.

We take great pride in our inclusive and energetic work environment that inspires employees to excel and contribute to our growth and continue to seek candidates whose beliefs and ethics align with our core values.

ESSENTIAL RESPONSIBILITES:

·         Call Management: Handle all inbound and outbound calls, ensuring each customer receives prompt and effective service.

·         Schedule Appointments: Coordinate and schedule appointments for leads and call backs, ensuring efficient use of time slots and clear communication of appointment details.

·         Customer Support: Provide solutions and follow up with customers to ensure satisfaction, resolving any issues that may arise.

·         Call Audits: Conduct routine audits on calls to ensure quality control and compliance with company standards.

·         Data Management: Maintain detailed records of customer interactions, service requests, and

warranty data.

REQUIRED SKILLS:

·         Strong Customer Service Skills: A customer-first mindset with a dedication to resolving issues and delivering exceptional service.

·         Prior Office or Call Center Experience: Experience working in an office setting, with a preference for experience in a call center or administrative role.

·         Attention to Detail: A data-driven individual with excellent organizational and problem-solving skills.

·         Strong Communication: Clear and effective communication skills, both verbal and written.

·         Tech Savvy: Comfortable using office software (e.g., Microsoft Office, Excel) and ability to learn the company’s CRM system quickly.

·         Ability to Multi-task: Capable of managing multiple tasks and competing priorities in a fast-paced environment.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

·         The role requires the ability to sit for extended periods while performing tasks at a desk or workstation.

·         Ability to focus on a computer screen for long periods, with regular typing and phone use.

·         This position is based in an office environment with a structured, business casual setting.

·         The work is performed in an office with moderate noise levels, including phone calls, conversation, and frequent in-office visits from customers and vendors.

·         The role may involve handling sensitive customer information with a focus on confidentiality and professionalism.

WHAT WE OFFER:

After 90 days:

·         401(k)

·         401(k) matching

·         Health insurance – 100% Covered for the individual / 90% for family

·         Dental insurance– 100% Covered for the individual / 90% for family

·         Vision insurance

·         Life insurance

·         Paid time off

·         Comprehensive training and ongoing support

Please note that 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.

Freedom Roofing, Windows and Siding LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, religion, national origin, protected Veteran status, disability, or any other characteristic protected by law.

Pay: $18.00-25.00 (Based on Experience)

Expected hours: 40 per week

Salary : $18 - $25