Call Center Representative

POSITION SUMMARY:   We are the first line for our customer whether it be via email or through the phone.  We are responsible for answering and directing calls, placing orders, answering emails, tracking orders, and assisting our sales team. 

• ESSENTIAL FUNCTIONS: process orders 

• answer calls and respond to emails  

• handle customer inquiries both telephonically and by email 

• research required information using available resources 

• manage and resolve customer complaints 

• provide customers with product and service information 

• enter new customer information into system 

• identify and escalate priority issues 

• route calls to appropriate resource 

• follow up customer calls where necessary 

• document all call information according to standard operating procedures 

• log packages received 

• produce call reports 

• provide daily support and assistance to Regional Managers  

• contact all DDD customers weekly 

• maintain DDD call list weekly 

• investigate/process credit requests 

• maintain complete information on all product credits  

• Track shipments daily & communicate with carriers  

• Ability to learn and understand equipment components, equipment ordering procedures and the forms associated with those orders. 

• Monitor all equipment orders; documenting order activity to keep everyone informed and up to date on the progress of equipment orders 

• Handle customer inquiries both telephonically and by email 

      Inquiries (Email@dippindots.com, Contact Us Rcvd, Phone) 

• Catered events 

• New business 

• Allergen/Nutritional Info 

• Website questions 

• Storage/Maintain product  

• Promotions 

• Franchise locations 

 

• Research required information using available resources 

• Manage and resolve customer complaints 

• Provide customers with available shipping methods & transit time information 

• Identify and escalate priority issues 

• Investigate/process credit requests 

• Maintain complete information on all product credits  

• Follow-up required on all correspondence in a timely manner 

• Provide website technical support  

• Will run reports and enter the Internet Transfer orders for KY on a weekly basis and for CA on a period basis. 

• Will enter and assist with International orders.  

 

 

COMPETENCIES: Computer Skills, Communication Skills 

 

EDUCATION AND EXPERIENCE: High School or High School equivalent 

 

Required Education:  Entry level 

Required Experience:  Customer Service/Call Center 1-2 years 

 

TRAVEL REQUIREMENTS: None 

 

 

Job Analysis/Job Description Physical Activities Checklist 

Job title:  

 

Physical Activities  Check all that apply	Frequency  (N)Never, (O)Occasionally or (C)Constantly
Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like.	N
Moving self in different positions to accomplish tasks in various environments including tight and confined spaces.	N
Remaining in a stationary position, often standing, or sitting for prolonged periods.	C
Moving about to accomplish tasks or moving from one worksite to another.	O
Adjusting or moving objects up to 15 pounds in all directions.	O
Communicating with others to exchange information.	C
Repeating motions that may include the wrists, hands and/or fingers.	C
Operating machinery and/or power tools.	N
Operating motor vehicles or heavy equipment.	N

 

 

Environmental Conditions  Check all that apply	Frequency
Low temperatures.	N
High temperatures.	N
Outdoor elements such as precipitation and wind.	N
Noisy environments.	N
Hazardous conditions.	N
Poor ventilation.	N
Small and/or enclosed spaces.	N
Adverse environmental conditions expected.	N

 

 

Physical Demands  Check only one	Frequency
Sedentary work that primarily involves sitting/standing.	C
Light work that includes moving objects up to 20 pounds.	N
Medium work that includes moving objects up to 50 pounds.	N
Heavy work that includes moving objects up to 100 pounds or more.	N