Inbound Customer service

posted:
Location
Aiken, South Carolina
Industry
Customer Service & Call Center (Office and Administrative Support Occupations)
Job Type
Temporary
Working Hours
12:00 AM - 6:00 PM (Various Shifts Available)
Salary
US$ 11.00 - US$ 12.00 per hour
Ref. Number
S_37927
Contact
Debra Renn, Spherion
Phone
706-868-0911
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Job Description

Will be working a short-term contract assignment, minimum 120 days Schedule will be 12-5:00 pm or 1:00 pm-6:00 pm $12/HR.

Will be answering inbound customer calls - mfg. and supply tires for lawnmowers, SUVs, etc and their customers are the Walmarts and Lowes of the world - responding to product inquiries, taking customer orders, tracking orders, addressing shipment issues - ordered 100 only received 98 as well as billing issues - billed for 100 but only ordered 10, issuing credits, etc. In addition, they will be responding to e-mail inquiries - excellent communication and strong e-mail etiquette is required. The group receives approximately 9k calls per month as well as responds to approximately 4,500 web e-mail inquiries monthly. The call volume is very heave on Mondays since they are closed on the weekends hence a lot of orders come in and the volume declines across the course of the week, Friday is the quietest day where they are able to do a lot of catch up and admin work. Because they closed their west coast support group a year ago, all calls come to this center which is why they need associates working until 7PM (non-negotiable). And their order entry specialist leaves at 4PM every day; therefore, these two associates will be entering orders into the system between 4-7PM, calls diminish considerably after 5:30PM.

The ideal candidate will be professional, articulate and well presented, work well independently with minimal direction, a quick learner of systems and processes, good problem solving abilities, flexible and adaptable to change and a strong customer service orientation. Tight-knit group of 7 associates - needs a team player with a "whatever-it-takes" attitude with initiative and able to think out of the box in an effort to go above and beyond for their customers. Lots of juggling, managing multiple responsibilities and ensuring all gets done within the predetermined time frame. Needs to be proficient using Outlook as well as Excel - they export information out of their MRP system (Oracle) into Excel to generate customer reports, should be comfortable performing these tasks as well as in how to make it look "pretty", knowledge of "sum" function and basic formulas, charts and graphs. In addition, will learn Salesforce their CRM tool, use Skype for business instant messaging tool, occasionally MS Word - overall needs to be computer/technology savvy.

Training - 3 weeks - combination classroom & shoulder surfing. Will be trained on the systems and processes as well as will sit with seasoned agent as they grasp the work, taking turns with customer calls - one person will be speaking with the customer while the other person is navigating and inputting information into the system (look up account, look up products, check inventory and enter orders) and then will switch.

Great group to work with - loves the clients they work with, relaxed environment that works hard, supportive executive team, lots of team activities - BBQs, pot lucks, etc. they allow "make up time" - if you need to take an hour or two off for a doctors appointment can come in early/stay late to make up time and since they are closed on holidays our associates will be able to work additional hours across the week to get their hours in if they choose.

Submit candidates to David, he and Sherry (Director) will interview before hire and Sherry is a tough interview.

Responsibilities:
Will be answering inbound customer calls - mfg. and supply tires for lawnmowers, SUVs, etc and their customers are the Walmarts and Lowes of the world - responding to product inquiries, taking customer orders, tracking orders, addressing shipment issues - ordered 100 only received 98 as well as billing issues - billed for 100 but only ordered 10, issuing credits, etc. In addition, they will be responding to e-mail inquiries - excellent communication and strong

Apply Now