Call Center/Order Entry Representative

Client: Neurologica
Position: Call Center/Order Entry Representative
Pay Rate: $26- 28 (Depending on Exp)
Hours: 8:30am- 5pm Mon thru Fri
Location: Danvers MA (Onsite)
Assignment: Temp to hire
 

Looking for candidates with a high degree of software/data entry experience and working in multiple applications at one time. In this position there is some call answering but a large part of what they will be doing is order entry, part research, and follow up. It’s not a technical position by any means, but the ability to work within a somewhat complicated electronics system (medical devices) would be helpful. Our customers are calling in looking for help ordering parts for systems that are down or malfunctioning. The agent would assist in verifying entitlements, validating part numbers, dispatching service technicians, and also following up on the call with internal or external customers.

SUMMARY: Act as the liaison between our company and its service partners. The successful candidate will be able to accept ownership for effectively owning and directing customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior. Responsible for end-to-end case management including dispatch, parts ordering, quoting, invoicing, etc.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned
 

Processing and directing inbound and outbound calls to service personnel in a timely manner
Following call center “scripts� to determine the disposition of the customer inquiry
Identify customers’ needs, clarify information, research issue, and provide solutions
Manage large amounts of inbound and outbound inquiries (External / Internal customers) in a timely manner and ensuring continuous follow-up to keep customers informed of status
Build sustainable relationships and engage customers by taking the extra steps to ensure resolution
Keep records of all conversations in our call center database (SalesForce) in a comprehensible way
Preparing Quotes, processing PO’s, Parts Ordering, case closure review, invoicing for billable accounts
Escalation for urgent issues including overnight parts ordering

 

SKILLS:

Become proficient with our call tracking systems through ongoing training sessions
Meet personal/team qualitative and quantitative targets
Previous experience in a customer support role
Track record of over-achieving quota
Strong phone and verbal communication skills along with active listening
Familiarity with CRM systems and service practices
Customer focus and adaptability to different personality types
Able to empathize with customer and diffuse difficult situations
Ability to multi-task, set priorities and manage time effectively

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & experience

High School Diploma (Preferred: Associates Degree or higher Preferred in the disciplines of Business Administration, Communications, Marketing, or relative field)
1+ years of experience in call center setting preferred
Must be a results oriented, team player, people person
Must be highly organized
Must be self-driven to optimize performance without the need for extensive supervision
Must possess excellent verbal and written communication skills and work effectively in a demanding, fast paced environment
Must have and exhibit excellent presentation skills in small and large groups situations
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire

Computer & Analytic skills

Must be excellent with technology, able to present using a laptop and able demonstrate proficiency with Excel, Word, PowerPoint, Outlook, Publisher, Internet Explorer, and Google Chrome

Physical requirements

Regularly lift and /or move up to 25 pounds, frequently lift and/or move up to 50 pounds and occasionally lift and/or move more than 100 pounds
Frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear
Must be able to sit and/or drive for long periods of time when travelling
Regularly exposed to wet or humid conditions (non-weather); fumes or airborne particles; toxic or caustic chemicals; outdoor weather conditions; extreme cold (non-weather) and extreme heat (non-weather).
Interaction with x-ray devices; for this reason strict safety and tracking programs are in place, requiring the utilization of dose monitoring equipment either full time or as necessitated by situation
The noise level in the work environment is occasionally very loud.
Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus

Competencies

High attention to detail
Understanding of terminology and ability to share and communicate effectively within the group
Ability to organize and prioritize tasks resulting in consistent productivity
Ability to function within and support a team environment and build strong working relationships
Dependable and punctual
Ability to meet accuracy and productivity goals
Good problem solving skills, ability to evaluate situation and prioritize factors in decision making
Self-motivated, utilize available resources for self-improvement and development
Flexible: able to follow directives and accomplish tasks outside of normal duties  

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