Offer summary

Qualifications:

High School Diploma or equivalent required., Proficiency with Microsoft Office and computer systems., Excellent communication and multi-tasking skills., Previous experience in a call center or customer service is a plus..

Key responsibilities:

Handle inbound and outbound calls from clients, vendors, and suppliers.

Document call details and update records accurately.

Assist with scheduling and review of vendor technician activities.

Follow call routing protocols and collaborate across departments.

Job description

We are seeking a highly motivated and skilled Call Center Representative (CCR) to join our team. The Call Center Representative (CCR) is responsible for handling both inbound and outbound phone calls, providing support, documenting information, and resolving issues. This role supports the entire organization as it is the first point of contact for incoming calls from clients, vendors, suppliers, and more.

The CCR must be able to manage a high volume of calls in a friendly, professional and efficient manner, while following the call routing and documentation processes and procedures. This role requires effective communication, problemsolving skills, fastpace, a positive attitude, and multitasking. The CCR will interact with clients, technicians, and internal teams, utilizing a variety of TailWind systems, to ensure seamless service delivery.

Essential Functions

1. Answer incoming calls from clients, vendors, suppliers, and more.

2. Follow protocol for specific call types, including triage and escalation when necessary.

3. Document required information into the corresponding systems to ensure accurate tracking and resolution.

4. Efficiently navigate company systems to access client and vendor data, update records, and complete service tasks.

5. Manage checkin and checkout calls from our vendor technicians and review deliverables provided to ensure that all required job tasks were completed.

6. Assist with 24hour and 1hour scheduling reminder calls to our vendor technicians.

7. Follow company policies, procedures for call handling & routing, issue resolution, &crossdepartment collaboration.

8. Consistently conduct activities in a friendly, professional and courteous manner.

9. Other Duties as assigned.

Required Education and Experience

High School Diploma
Computer Experience
Selfstarter and proven ability to work independently and on a team
Proficiency with Microsoft Office suite of PC Tools
Phone skills, including familiarity with complex or multiline phone system
Ability to work in a fastpaced environment, multitask, and meet deadlines
High degree of accuracy and attention to detail
Ability to remain calm and composed under pressure or during challenging calls
Previous successful experience in a call center or customer service role is a plus!