Call Center Representative / Backup Receptionist

Position: Call Center Representative / Backup Receptionist
Department: Service
Reports To: Service Center Manager
Salary Grade: DOE
FLSA Status: Full-Time / Non-Exempt / Hourly
Location: San Antonio, TX

Company Overview

DOCUmation is a privately-held technology solutions company that provides IT, print, and software-managed services to businesses and other organizations through Texas. Headquartered in San Antonio, TX, our company has been serving customers for more than 30 years.

Description

The Call Center Representative (CCR) is the first line of customer service.  Upon learning our processes and systems, the successful candidate will be able to effectively take in all calls and route them through to their appropriate destination and/or taking action on these requests.   While the majority of the calls received are customers desiring service on their print systems, other requested tasks are supply requests, equipment movement requests, DCA requests and customers wishing to speak to specific individuals as well as receiving customer inquiries and/or complaints.  Working with our core values, the CCR will provide outstanding customer service support in keeping customer satisfaction at the core of every decision and behavior.

This position also serves as the primary backup for the receptionist and provides daily front desk coverage during breaks, lunches, PTO, callouts, and other absences. 

This position requires regular in-person attendance and frequent communication by telephone, email, and in person. 

Responsibilities

• Communicates with customers and internal employees in a professional manner for service calls and supply request.
• Prioritizes service calls and creates a work order for the appropriate technician.
• Prioritizes supply request and creates a supply order for proper shipping.
• Performs additional duties by inputting data into E-Automate system for both service and supplies.
• Performs miscellaneous clerical tasks as assigned by the Call Center Manager.
• Assists with DCA/Printanista, and other tasks that support DOCUmation’s Aftermarket organization.
• Prioritizes adequate support for the phone system.
• Serves as the primary backup receptionist, providing front desk coverage during all morning, lunch, and afternoon breaks.
  • Covers front desk absences resulting from callouts, PTO, or other scheduled and unscheduled time away.
  • Coordinates schedules with the primary receptionist to ensure breaks and other time away do not conflict.
  • Greets and assists visitors and employees in a friendly and professional manner.
  • Answers, screens, and forwards incoming calls to the appropriate department or individual.
  • Assists with office management and administrative tasks as needed.
  • Maintains confidentiality when handling sensitive information.
  • Maintains reliable attendance and punctuality

Experience & Required Skills

• Customer service or administrative experience preferred.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong verbal and written communication skills.
• Accurate data-entry and basic office skills.
• Working knowledge of Microsoft Word, Excel, and Outlook.
• Ability to learn new software applications quickly.
• Strong attention to detail, teamwork, and commitment to quality.
• Knowledge of E-Automate preferred but not required.
  

Education & Certification

• High School Diploma or GED.

Physical Requirements

• Ability to sit and work at a computer or telephone for extended periods.
• Ability to occasionally stand, walk, stoop, bend, and kneel.
• Manual dexterity necessary to operate a computer, telephone, and other office equipment.
• Visual ability necessary to read electronic and printed documents.
• Ability to speak clearly and understand verbal communication in person and by telephone.

Benefits

• Generous Paid Time Off (PTO) policy.
• Parental and caregiver leave.
• Quarterly bonuses for eligible positions.
• Paid holidays.
• 401(k) plan with employer match.
• Paid Volunteer Time Off (VTO)
• Pre-paid legal coverage available
• FSA and HSA options

DOCUmation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, or protected veteran status.