Job Description

Title: Call Center Representative
Location: Fort Mill, South Carolina 
Industry: Manufacturing
Reports To:
 Call Center Manager
Work Hours: 8:00 AM – 5:00 PM

Position Summary:
The Call Center Representative position is responsible to delivery extraordinary service to internal and external Customers. This position requires excellent communication skills and attention to detail as well as exceptional customer service abilities.

Primary Responsibilities:
The primary responsibility is to exceed internal and external Customer expectations by providing extraordinary service and support in a fast-paced environment.

  • Receive and handle inbound calls, email and web chat requests
  • Create a positive and consistent Customer Service experience
  • Qualify Customer’s rental request to ensure Customer’s needs are met
  • Give details to Customer any terms/conditions applicable to request or booking
  • Take ownership of inbound Customer requests including but not limited to quotes, availability, reservations, billing questions and general inquiries
  • Place outbound follow-up calls to sales leads or service requests
  • Process contract changes/revisions as requested by Customer and in accordance with internal processes
  • Meet Quality Assurance and other key performance metrics
  • Review contracts to ensure they comply with Customer requirements and internal processes
  • Create and build strong relationships with Internal and External Customers
  • Work cross-functionally to resolve service breakdowns and conducts account research when needed
  • Submit, record and manage issues and escalate, as necessary

Qualifications Summary:

  • 2-5 years Customer Service/Call Center experience
  • High school diploma or equivalent experience required, bachelor’s degree preferred
  • Excellent written and verbal communication skills
  • Able to explore alternatives and positions to reach outcomes that gain all parties support and acceptance
  • Sense of urgency and is able to enlist the aid and support of other departments to resolve issues in a timely manner
  • Self-motivated. Ability to manage multiple conflicting tasks and or deadlines and prioritize accordingly
  • Ability to establish and maintain effective working relationships with managers, employees and customers
  • Problem solving ability, including ability to quickly determine solution
  • Bilingual in French or Spanish is helpful
  • Must be flexible in work schedule – Evening/Weekend schedule is possible

This position will pay 13.00/hour.