Customer Service Support Specialist

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Job description

This position serves as the first point of contact for our catalog customers. The individual would handle customer inquiries, process orders, and address billing issues. In addition, the agent will perform to and maintain acceptable performance levels including but not limited to customer call length, order quality, and overall customer satisfaction. In addition, the agent may serve as a Subject Matter Expert on Shelf Contracts.

Essential Position Responsibilities:

• Respond to customer questions and concerns at the district and school levels. Research and resolve customer questions and issues. Escalate issues as needed.
• Review and process all orders for completeness. Identify, clarify, and resolve discrepancies with customer and Sales assistance when needed.
• Enter Sales order information in the appropriate databases for tracking and send order confirmations.
• Respond timely and accurately to inquiries from various departments including but not limited to Sales, Finance, and Corporate credit. Work closely with Product/Program managers to accurately deliver contract requirements.
• Create and submit knowledge articles for approval. Articles should be related to products and processes that will ensure accurate information to support catalog customers.
• Provide project management staff with project support including logging customer calls, telephone and email communications, database maintenance, quality checking, report assembly, and coordinating shipping.

Qualifications

• Five years of experience working in an inbound call center supporting personal computers, networks, and internet/Web-based applications; two years of which include handling and resolving escalations of first-level support customer issues. Includes direct customer response with emphasis on quality controls and adherence to productivity metrics requiring managing multiple call volumes or assignments and performing to aggressive performance standards and metrics required.
• Proficiency in Microsoft Office software (Word and Excel); MS Project and Access experience is a plus.
• Demonstrated customer service and problem-solving skills
• Strong communication skills, both verbal and written
• Strong organizational skills
• Ability to work effectively as part of a team.

Essential Job Requirements:

• Report to work promptly when scheduled
• Be able to work under supervision and accept feedback
• Familiarity with Microsoft Office Suite
• Relate effectively and work respectfully with diverse work groups
• Ability to consistently perform well during times of increased workload
• Set and meet deadlines
• Manage multiple job functions simultaneously
• Other duties as needed

Reporting to this position: No direct reports

Physical Requirements:

DRC retains the right to change or assign other duties to this position.

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