Call Center Representative - Parts Job at ABC COMPANIES
Position Description
Title: Call Center Representative - Parts
Reports To: Customer Service / Call Center Manager - Parts Group
Scope: Ability to handle all Call Center Parts functions
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Embrace and promote the ABC customer service philosophy. Professionally exceed customer expectations every day.
- Follow all established ABC policies and procedures.
- Assist customers with identification of parts.
- Handle phone calls, email and faxes for Parts Source customer orders. Enter these orders in Oracle and handle all facets of the order entry process, i.e. checking delivery dates, credit cards, etc.
- Provide support for customers with all parts concerns, i.e. backorders, overnight shipments, return goods authorizations etc.
- Must be able to interpret customers’ needs based on description of the part needed
- Solve and/or seek assistance in resolving any customers needs and requests.
- Assist outside sales reps with customers concerns and problems
- Maintain a good working relationship with coworkers and customer base
- Other duties as directed by the Call Center Manager
- Ability to work rotating shifts between the hours of 8am and 8pm
- Must be able to handle high volume of phone calls on a daily basis.
- Must be professional and courteous on all phone calls.
- Some travel may be required
Qualifications:
- Must have good communication, and interpersonal skills.
- Requires good organizational skills to include the ability to effectively manage multiple projects, prioritize tasks and complete assignments within expected time frames
- Possesses a working knowledge of current automated business systems preferably Microsoft Word, Excel, Outlook or similar programs and other applications as needed.
- Previous experience in the Parts Supply business is preferred, preferably with motor coaches, cars, trucks, or commercial heavy vehicles.
- Bilingual (Spanish) is a plus
Physical Demands:
- Ability to frequently move items weighing at least 10 pounds
- Must be able to remain in a stationary position for long periods of time
- Infrequently positions self and move about in the office area
- Constantly operates a computer and other office productivity machinery
This job description is subject to change at any time
ABC Bus Companies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at ABC are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. ABC will not tolerate discrimination or harassment based on any of these characteristics.
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