Contact Center El Associate - Colchester, United States - S & S Worldwide Inc

S & S Worldwide Inc
S & S Worldwide Inc
Verified Company
Colchester, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

S & S Worldwide

Colchester, CT

SEASONAL CONTACT CENTER

Primary Duties:


  • Answer incoming phone calls in a timely, professional, engaging and friendly manner.
  • Efficiently and expeditiously create and process orders, confirm prices, project shipping costs and delivery times and process price quotes while following strict, established, procedural order processing protocols.
  • Conduct a thorough search of proper account and account history. Create and update accounts to include current and accurate customer and contact information, based on strict documented rules and guidelines.
  • Communicate with and inform customers of any discrepancies on their orders including backordered or discontinued items, price changes, product changes, etc.
  • Resolve order "Holds" in a timely manner, following set "Hold" procedures. May involve using various modes of internal and/or external contact.
  • Bring complex and/or pending issues to departmental leadership team.
  • Become familiar with and examine new and existing products. Utilize S&S website as well as catalogs to become familiar with the breath of product offerings.
  • Assist customers by making product recommendations and offer product substitutions for backordered or discontinued items.
  • Maintain "info book/files" including adding new procedures and replacing outdated procedures with new materials.
  • May serve as a backup to the Customer Service Department as needed. Goal is that all CC-EL associates are to be crosstrained into the Customer Service Department.
  • Other duties may be assigned by departmental leadership team.

Qualifications:


  • H.S. Diploma or equivalent experience
  • Previous (telephone) sales/service experience preferred
  • Effective, persuasive and empathetic communicator
  • Articulate, pleasant, professional telephone manner
  • Good command of English language and grammar
  • Strong written skills
  • Fast and accurate data entry skills
  • Computer literate
  • Must be able to work seated at computer and on the phone for long periods of time while maintaining efficiency, accuracy and pleasantness.
  • Able to articulate features and benefits of products and services, improvise and respond quickly to a situation.
  • Accurate and detail oriented
  • Must be willing/able to wear a headset for extended periods of time

Key Measurements:


  • Volume of calls/orders/quotes processed
  • Low incidence of errors and mínimal record duplication
  • Volume of product replacements for backorders and/or discontinued items
  • Thorough knowledge of products and services
  • Consistently excellent customer relations/communication
  • Excellent attendance record

Note:

While efforts have been made to ensure the accuracy of this position description, it is not warranted to be an exhaustive recitation of all position duties; the incumbent may be required to perform duties beyond those listed above.

**JOB DESCRIPTION
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