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Contact Center Customer Care Representative FT/PT - Wichita, United States - Winston Brands, Incorporated
Description
** Contact Center Customer Care Representative FT/PT**
**Job Category****:** Contact Center **Requisition Number****:** CONTA001372 Showing 1 location Customer Contact Center
12420 W K 42 Hwy
Wichita, KS 67227, USA
Customer Contact Center
12420 W K 42 Hwy
Wichita, KS 67227, USA
**Job Details**
**Description**
***POSITION PURPOSE***
The Customer Care Representative I (CCR1) processes orders received via inbound telephone calls from Winston Brands, Inc., customers and offers supplemental sell products to customers.
***Essential Duties and Responsibilities - Other Duties May Be Assigned***
Ensures that each customer has a positive experience with Winston Brands, Inc., by handling inbound customer calls in a professional and efficient manner.
Responds to catalog requests, requests for product information, and conducts product research as necessary.
Presents each customer with the opportunity to purchase additional items (cross-sells)/supplemental sell products, including third-party offers.
Handles order status inquiries providing customers with tracking information when available.
Maintains basic knowledge of current Winston Brands, Inc., merchandise.
Ensures that all individual performance metrics are met including but not limited to, productivity, cross-sell percentage, attendance, punctuality, schedule adherence, average talk time, and quality scoring.
Provides a basic level of customer support; refers more complex issues to higher level associates.
***SCOPE***
Direct contact with customers. This position has a significant impact on Winston Brands, Inc.s reputation in the marketplace and the satisfaction of our customers.
Works under immediate supervision. Primary job functions do not typically require exercising independent judgment.
***COMPETENCIES & SKILLS***
Strong understanding of the job functions and possesses the knowledge and skills required to perform the required job functions.
Dependable, responsible and willing to accept accountability.
Strong learning orientation for self.
Good verbal and written communication skills, pleasant telephone voice/manner.
Ability to work well in a team-oriented environment.
Strong customer service orientation.
Strong sales skills.
Ability to work with difficult/upset customers in a calm and professional manner.
Ability to adapt to a continuously changing working environment.
Ability to handle multiple tasks in a fast paced environment; effective organizational skills.
Good interpersonal skills; ability to work well with others.
Basic computer skills including word processing, spreadsheet programs, and Typing minimum of 25 words per minute (wpm) meeting accuracy requirements.
Strong basic math skills.
Results oriented; ability to accurately and efficiently complete all assigned work.
***EDUCATION & EXPERIENCE***
High School Diploma or equivalent is preferred
1 year Customer Service/Sales experience preferred
1 year Contact Call Center experience preferred
***WORK ENVIRONMENT & PHYSICAL DEMANDS***
Standard office environment. Standard physical activity such as standing, walking, and basic motor skills to access computer files for information, data entry or document creation.
**Qualifications**
**Skills**
**Behaviors**
**:**
**Motivations**
**:**
**Education**
**Experience**
**Required**
**1 year:** Customer Service Experience
**1 year:** Call Center Experience
**Licenses & Certifications**
