Receives inbound calls and emails and successfully completes the sell of Lumber Liquidators’ samples and satisfies customer inquiries.
Essential Duties and Responsibilities:
§ Answer telephone inquiries.
§ Meets or exceeds company expectations for number of calls answered.
§ Ability to independently handle calls in regards to product availability, order status, delivery status, product inquiry and pricing issues.
§ Responsible for informing customers of the status of orders. This includes, but is not limited to, supplying customers with tracking numbers and delivery dates.
§ Keeps knowledge current in regard to product line and possible applications.
§ Communicates product and application knowledge to the customer in an effective manner.
§ Record accurate information regarding service related complaints against store personnel and communicating the information effectively and efficiently to the regional and customer service manager.
§ Record quality related issues to include: product information (mill code and run date), customer expectations, and information needed for possible flooring inspections.
§ Provide excellent customer service.
§ Process all sample and internet orders on a daily basis.
§ Accurately complete all paperwork on a daily basis.
§ Process check and credit card sales accurately.
§ Follow up on all sample sales.
§ Return all calls promptly.
§ Ability to multi-task and effectively handle a fast paced environment.
§ Detail oriented.
§ In depth knowledge of company products.
§ Ability to assist customers and direct them to the correct department.
§ Ability to work extended hours and/or weekends.
§ All other duties as assigned.
Additional Duties and Responsibilities:
§ Will assist in other areas of Call Center Operations.
§ Process incoming catalog orders.
§ Special projects as needed.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed within 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 and/or Experience:
High school diploma or general education degree (GED), and one to two years of work experience; or equivalent combination of education and experience. Experience in a Call Center a plus, but not required.
Experience with Microsoft Office programs, Excel and Word, and Internet savvy. Experience with “instant messaging” applications helpful.
Ability to read, write and speak clearly in English. Ability to present information to customers, clients, and other members of the organization. Bilingual skills are a plus.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Certificates, Licenses, Registrations:
Physical Demands and Work Environment:
The physical demands and work environment described here are representative of those an employee encounters while successfully performing the essential functions of this job.
· The following physical activities are required over 2/3 of a typical day:
· The following physical activities are required 1/3 to 2/3 of a typical day:
- Using hands to finger
- Handle or feel (data entry, handling samples, etc.)
- Talking or hearing
§ Standing and walking
· Position requires the following vision requirements:
- Stooping or kneeling
- Lifting up to 10 pounds
· Position works in a typical office environment with moderate noise levels.
- Ability to distinguish color and shades of color