Job Information
TEKsystems Call Center Representative in Waukegan, Illinois
Description:
Rotating 8 hour Shifts between 7am – 5:30pm. Candidates must be available to work as early as 7am and as late as 5:30pm. No exceptions.
High volume call center, taking 75-100 inbound calls/orders a day in a call center environment
Entering in high volume orders depending on the dealer calling in
60% of calls will result in an order, 40% will be answering general questions from dealers
Answer and respond to customer phone calls for 1 – 3 core business phone lines. Resolve problems and follow through with Dealer requests based on standardized procedures.
Process blind and parts request orders either online or manually
Resolve dealer problems and questions, i.e., product specifications, product offering, installation information, etc.
Process status, change, and cancellation requests from customers.
Process requests for repairs, quality inspections, returns, credits, out-of-specs, etc.
Maintain and provide information for various statistical logs, reports, etc.
Maintain current product, policy, and procedure information through additional cross-training, phone mail, and e-mail updates
Perform specific duties and participate in teams as assigned by manager.
Answer 75-100 inbound calls from dealers placing a new order or making an adjustment to an existing order
Use online order entry software to look up dealer account number and order number
Use Genesys Cloud system to receive inbound cals from 1-2 que lines
Dealers call in from all around the united states
No payment is taken over the phone
Send follow-up emails for quotes and orders
Avg call length is under 5 minutes
On new orders; rep will confirm the width, height, and measurements of order, type of chains being used, motors, control system, color, type of shade/blind, left or right orientation, and anything else about the custom order
Use two monitors with 8+ tabs to navigate, Microsoft teams
Orders could be $1K - $20K+ in price
Dealers speak fast over the phone - requires a lot of attention to detail and quick typing skills
Skills & Qualifications:
Must Haves:
1+ year of customer service or call center
Order Entry
High volume inbound phone experience
Computer skills; Microsoft office suite and system navigation
Nice Haves:
CRM System or ERP System
Manufacturing Industry
Math skills, fractions, addition
Soft Skills:
Detail Oriented
Quick thinking skills
Team Player
Professional written and verbal skills
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.