Call Center Customer Service Representative

SUMMARY:

This position is primarily responsible for processing customer orders, assisting customers with their purchases, quickly identifying and resolving customer concerns, and positively contributing to the online customer experience by being the “Human Face” of Vance Outdoors.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be  the example for high performance and customer service

Positive, helpful attitude toward customers, including the ability to speak clearly and convey information accurately

Prioritize and deliver outstanding customer service, troubleshooting and resolving issues for customers by phone, email, and live chat.

Responsible for promoting a positive culture within the department.

Manage and process customer sales, including data entry and order processing

Obtaining, recording, and maintaining Business to Business account information (FFL licenses and updates)
Confirming state regulations for sales

Maintain outstanding department conditions/keep all areas clean and orderly

Arrive on time and be ready for your shift

Positive contributor to the team environment

Strong computer knowledge and typing skills (ability to handle multiple software systems)
Detail-oriented and ability to multi-task Enforces safety, health, and security rules.

Adhere to all company policies and procedures.

Assist other departments as necessary or when slow

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual Analytical - Synthesizes complex or diverse information; uses intuition and experience to complement data.

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.

Project Management - Communicates changes and progress.

Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Interpersonal Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Leadership Visionary Leadership - Displays passion and optimism; inspires respect and trust; mobilizes others to fulfill the vision; provides vision and inspiration to peers and subordinates.

Change Management - Communicates changes effectively; builds commitment and overcomes resistance; prepares and supports those affected by change; monitors transition and evaluates results.

Leadership - Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.

Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

Organization Diversity - Shows respect and sensitivity for cultural differences; promotes a harassment-free environment.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; upholds organizational values.

Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time;…