Customer Service Representative-Call Center

CALL CENTER REPRESENTATIVE

Job Location:

930 Call Center – Dayton, OH 45429

Position Type:
Part Time

Department:
Call Center Employees

Reports To:

Call Center Manager

FLSA Status:
Non-Exempt

A Customer Service Representative primarily interacts with customers over the phone to place orders and ensure quality and accurate service. Must have availability to work nights and weekends.

• Confers with customers by telephone to provide information about products and services and to take orders.
• Answers customer questions and concerns regarding company products and services.
• Quotes applicable charges for requested products and services.
• Obtains and confirms accurate credit card information while keeping it confidential.
• Conducts suggestive selling of company products and services.
• Verifies customer information for accurate and quick delivery of product and services.
• Provides professional customer service.
• Changes and updates customer information as required or upon customer request.
• Contacts customers to obtain information for satisfaction and feedback surveys.
• Resolves customer service, product, or billing complaints and inquiries.
• Refs unresolved grievances to the Call Center General Manager for further investigation.
• Arrives promptly to work each scheduled day.
• Ensures all Cassano's policies and procedures are followed.

• Learns and performs other positions as needed.
• Uses professional oral and written communication techniques.
• Assists with training of new hires.

• Must be 18 years of age or older, or 16 or 17 years of age with a work permit.
• Work permit must be obtained immediately.
• Must have knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards, and evaluating customer satisfaction.
• Must have knowledge of arithmetic applications.
• Must have knowledge of the English language, including meaning of words and grammar.

• Ability to work at a fast pace.
• Ability to partake in various forms of training.
• Ability to pass required tests and training assessments.
• Ability to read and understand rules and instructions.
• Ability to talk and hear accurately.
• Ability to sit for long periods of time.
• Ability to problem-solve.