Job Openings

Call Center Representative

JOB PURPOSE SUMMARY
Responsible for performing various duties including processing orders, maintenance on existing accounts, processing shipping order requests, and processing orders through CIT, and processing a multi-line telephone system.

THE STANDARDS
The following standards are expected of all Coaster employees:
Maintain strong personal ethics and a high level of service
Maintain respect and common courtesy for your peers as well as customers
Maintain a professional image while on the telephone as well as in person
Maintain strong listening skills to handle difficult situations or customers
Maintain effectiveness and efficiency while striving to do it right the first time
Maintain a teamwork atmosphere and take on the opportunity to be cross-trained
Maintain ability to learn to use standard or special application computer software package
Maintain innovation to bring along positive change
Maintain respect for policies, procedures and confidentiality
Maintain ability to establish priorities

ESSENTIAL JOB DUTIES
Call center representatives also perform a variety of duties related to customer service and responding to inbound calls with customer inquiries.
Fields an average of 50-100 calls daily and enters orders for all Coaster branches, including will call and shipping customers nationally. Inputs notes or special instructions on all orders for any special handling
Acts as the first point of contact for customers’ complaints, verifies questions, and requests for information; contacts appropriate people elsewhere in the Company to assist in meeting customers’ needs
Prints order acknowledgement, known as a “pick ticket,” and sends to the appropriate branch for handling
Checks inventory availability for seven (7) Coaster branches; releases for accounts on hold due to outstanding invoices prior to customer arrival; advises customers when accounts are on hold an  transfers them to the appropriate person at the appropriate branch for release
Answers basic questions and provides direction for all Coaster customer contacts
Inputs add-on orders verifying with customers new order total
Assists in taking orders for all customers

NON-ESSENTIAL JOB DUTIES
Assists in taking orders for all customers.
Perform similar and incidental duties as required.

JOB QUALIFICATIONS
Education: High School Diploma or equivalent
Experience: Minimum twelve (12) months experience in order desk or warehouse related experience or call center environment training
Knowledge: Requires good understanding of customer service, accounts receivable, PC data processing, sales, clerical/secretarial support, organization skills, developing and maintaining a priority system and working under deadlines, good telephone etiquette skills, typing 35 wpm, multi-task, ability to get along with others, accept conservative criticism and be a team player.
Language Skills: Ability to communicate clearly and concisely in both oral and written communication, bilingual in Spanish is preferred.
Math Skills: Overall general arithmetic skills and knowledge of mathematical principles.
Other Skills: Time management skills to effectively schedule and meet company demands.
Reasoning Abilities: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
Other Abilities: Ability to handle multiple priorities.

REPORTING RELATIONSHIPS
Reports to the Call Center Supervisor

MAJOR BUSINESS/PROFESSIONAL CONTACTS
Frequent contact with management, employees, customers, CIT/GECC, retail stores, sales representatives, branches, trucking companies, express carriers, applicants, post office, vending companies.

WORKING AND ENVIRONMENTAL CONDITIONS
Normal working environment involving minimum discomforts or hazardous conditions. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand or walk.

Email your Resume: aputits@coasteramer.com

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