What are the responsibilities and job description for the Call Center Representative position at Sinclair Supply?
Job Summary/Objective:
Reporting to the COO, the Call Center Representative plays a key role in delivering exceptional customer service by managing inquiries, resolving issues, and ensuring accurate order processing. This position supports our 16 locations by handling overflow calls, processing web orders, and assisting customers with their needs. The role combines customer interaction, problem-solving, and coordination with various departments to ensure seamless service delivery.
Company Overview:
Established in 1946, Sinclair Supply is a leading name in the HVAC industry, renowned for our commitment to excellence, education, and customer satisfaction. We offer a diverse range of high-quality products and services tailored to meet various customers’ needs. Joining Sinclair Supply means becoming part of a company with a rich history, a clear mission, and values that drive our pursuit of excellence. We welcome candidates who share our passion for HVAC solutions, customer service, and continuous learning to join our dedicated team.
Key Responsibilities:
- Customer Inquiries and Call Handling:
- Respond efficiently and professionally to a high volume of inbound and outbound calls, emails, and chats to address customer orders, inquiries and concerns.
- Answer overflow calls from multiple locations, delivering prompt, professional, and courteous service.
- Serve as the primary point of contact for inbound and outbound calls, efficiently managing customer orders, inquiries, and concerns.
- Address customer inquiries about products, services, and order status, transferring complicated calls quickly to the technical department.
- Ensure all calls are handled with a customer-first approach, maintaining high standards of communication and responsiveness.
- Order Management:
- Receive and process web orders, ensuring accuracy and timely fulfillment.
- Coordinate with inventory and shipping teams to confirm order details and delivery schedules.
- Handle order adjustments, returns, and exchanges to maintain customer satisfaction.
- Issue Resolution:
- Resolve customer complaints, including troubleshooting order-related issues and managing trouble queues.
- Escalate complex issues to appropriate departments while ensuring follow-up until resolution.
- Administrative Support:
- Maintain accurate records of orders, customer interactions, and resolutions.
- Support the implementation and improvement of order processing systems and tools.
- Provide feedback to management on recurring issues and suggest process improvements.
- Maintain visual management tools to ensure smooth and efficient order processing and customer service operations.
Skills and Qualifications:
- High school diploma or equivalent.
- Previous experience in customer service, call center, or inside sales roles is required.
- Experience managing a high volume of customer inquiries through calls and other communication channels.
- Familiarity with order processing and inventory systems.
- Proficiency in Microsoft Office Suite and CRM/order management systems.
- Strong typing and data entry skills with high accuracy.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Ability to multitask, prioritize, and work effectively in a fast-paced environment.
Work Environment:
- Working remotely is not an option.
Salary/Benefits:
Competitive compensation and benefits package.
