Call Center Rep Needed! Job in Monterey 93940, California Us
ROLE-This position will focus on two aspects: Customer Service and Inside Sales. This position is first point of contact for internal and external customers. Reps will offer product support and deliver premium level of service with needs, problems, and education of products. Outgoing and incoming telephone communication and relationship building with customers in order to improve sales of products.
DUTIES/RESPONSIBILITIES
Customer Service:
•Act as primary interface between customer/vendor and other internal departments as necessary
•Respond to high volume of inbound inquiries, complaints and order requests via telephone calls, email and fax correspondence. Generate call log entry, and manage open pick tickets daily
•Accurately process customer orders, Return Goods Authorizations (RGA's). Expedite when necessary.
•Coordinate with Customer Alliance Manager, Shipping and other departments to ensure order fulfillment.
•Answer and educate internal and external customers about products
Inside Sales:
•Proactively communicate with a target list of territory of customers in order to build relationships and rapport that lead to improved loyalty of products
•Support outside sales force with customer contacts and feedback.
•Collaborate with outside sales force on current customer dealings and share data when applicable.
•Provide patient, dealer and physician support for all products
•Generate and provide feedback to Customer Alliance Manager on daily basis
KNOWLEDGE
•In depth knowledge of Call Center/Customer Service processes
•Knowledge of how to communicate value-added features and benefits to customers/Upselling abilities
•Basic knowledge of respiratory diseases and medications
SKILLS REQUIRED
•Facilitating poblem resolution and offer solutions
•Excellent analytical, communuication (verbal and written) and interpersonal skills
•Solid organization and planning skills that display quality mind set and work habits
•Professional telephone etiquette
•Clear, articulate communication
•Understands sales distribution process and channels for products
ABILITIES REQUIRED
•Ability to follow simple and complex work instructions and actively listens
•Ability to handle challenging calls in professional, calm manner
•Must be able to multitask and work in extremely fast paced environment
•Contribute positively to morale, and discourages negative non-productive behaviors
•Behavioral Requirements: Remain calm and professional when dealing with challening internal or external customers
•Positive attitude
•Takes ownership of issues from start to finish
•Maintain spirit of cooperation to assist Commercial Team
•Focused, trust-worthy, tactful, and detail oriented
•High ethical and moral decision making abilities
•Quality mind-set and work habits
•Reliable, Dependable, flexible
•Customer focused, motivated to please others while projecting positive image
EDUCATION/TRAINING/EXPERIENCE
•Associates degree or equivalent experience
•2-5 years experience in Inside Sales or Customer Service/Call center environment
•Bilingual Spanish- not mandatory, but is helpful
•Strong working knowledge of Microsoft Office (Outlook, Excel, Word, etc)
•SAP and/or CRM experience preferred
•Experience providing custmer support via phone, email, and web forums
•Successful sales and/or customer service/call center experience
