Call Center Representative

Are you a team-player who enjoys helping others?  Do you take pride in the opportunity to be the voice of a brand and company and make an impact in your day-to-day work?  Do you bring energy, empathy, and a knack for communication and problem-solving to everything you do? 

As a Call Center Representative at Super-Sod, you will be a key role in customer support.  You'll connect directly with inbound-calling customers, provide solutions and ensure customer satisfaction.  Primary responsibilities include managing sales and processing customer orders received through phone and online communication platforms. 

The Call Center Representative is responsible for managing sales and processing customer orders for request received by phone or online communication platforms.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Edits orders received for price and nomenclature.
• Inform customers of unit prices, shipping date, anticipated delays and any additional information needed by the customer.
• Advises customers if the order is close to the current dollar discount and inquires if they would like to take advantage of the discount by adding on to the order.
• Enters data into computer, to determine total cost for customer.
• Records or files copy of orders received.
• Follows up on orders to ensure delivery by specified dates.
• Computes price, discount, and shipping charges as required.
• Prepares invoices and shipping documents such as export papers and commercial invoices.
• Checks shipping orders to ensure they are accurate with regard to quantity shipped. This is done by comparing shipping documents with computer-generated reports.
• Specifies if special labeling is required for shipment and in some instances supplies to the shipping department.
• Receives and checks customer complaints.
• Confers with production, shipping, warehouse or common carrier personnel to expedite or trace missing or delayed shipments.
• Compiles statistics and prepares various reports for management.
• Answers questions from customers or individuals on how a product operates or directs them to the person able to assist them.
• Ensure that quotes are processed through the quoting process in a timely manner.
• Types quotes and maintains files for all quotes that are processed.
• Maintains customer name and address database.
• Transmits new pricing, with the correct multiplier, to all customers.
• Perform additional duties and assignments.

Competencies

• Strategic Thinking.
• Business Acumen.
• Technical Capacity.
• Excellent written and oral communication skills.
• Results Driven.
• Collaboration Skills.

Supervisory Responsibility
This position requires no supervisory responsibility.  

Work Environment
This job operates both in a professional office/call center environment. This role routinely uses standard office equipment such as computers, phones, scanners, e-filing systems and multiple call line dashboards.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and listen. The employee frequently is required to sit; use hands and fingers to handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. This employee requires full range of motion of arms and legs and requires movement and use of limbs; this position requires good manual dexterity and coordination. This position requires the ability to occasionally lift products and supplies weighing up to 50 pounds.

Position Type and Expected Hours of Work
This is a full-time position. Days and hours can change at the discretion of the Call Center Manager; though typical hours of work are Monday through Friday, 8 a.m. to 5 p.m.  Some weekends hours will be necessary to accommodate any issues that might arise.

Travel
This position requires little to no travel time.

Required Education and Experience

1. High School degree and business discipline.
2. Related sales and customer service experience.
3. Must be 18 years of age or older.
4. Pre-employment background check and drug screening required.

Additional Eligibility Qualifications

1. Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
2. Experience with turfgrass sod and seed in a retail setting.
3. Bachelor's Degree in Marketing, Communication, or Business Management.
4. Additional education in turf management, horticulture, or similar field of study.
5. Bilingual (English/Spanish) ability is preferred but not required.