Contact Center Representative

This is specifically for BP CUSTOMER SERVICE. We will not post, but manually add candidates to this requisition for reporting/tracking purposes.

Essential Job Functions

• Selling and Customer Support Activities
• Achievement of Sales goals and Contact Center metrics
• Contributes to team achievement of service metrics and all Contact Center goals
• Manages all calls in a professional, timely and appropriate manner. Answers incoming customer calls, e-mails, or chat requests for information and resolution of issues or sales inputs within the defined SLA
• Actively calls out to assigned customers to inquire about additional Sales opportunities
• Probes for add on/solution selling opportunities during customer engagement conversations
• Recognizes and routes proactive sales opportunities to management when applicable and/or enters opportunity details into the tools provided
• Follow up on product backorders and order management
• Configures components to identify or clarify basic to complex customer solutions
• Completes outbound calls to new/existing customer base and/or e-mail communications to new/existing or prospective customers on company initiatives such as: standard outcall campaigns, event recruitment, or vendor leads
• Advises and recommend on product options, add-ons and solutions best suited for customer and their end users
• Maintains and applies product/vendor knowledge applicable to fulfill customer requests and capitalize on add-on solution selling opportunities
• Maintain positive relationship with customers, and consultant, and ensure satisfaction with services, monitor and maintain service level expectations, and perpetuate a best-in-class reputation. Manages relationship with designated contacts (i.e. purchasing agents) in efforts to grow sales and maintain business partnership
• Provide price and availability information within defined guidelines
• Submits, tracks, and escalates quotes/orders from customers
• Resolves and/or routes credit related issues
• Effectively investigate/escalate and resolve customer complaints and issues
• Order Management and Customer Service Activities
• All transactions performed accurately and meeting departmental SLAs
• Enters orders into system pursuant to individual order characteristic requirements. Orders may be received via e-mail, chat, telephone, or other relevant sources/channels.
• Manages orders by auditing orders for completion and accuracy
• Processing claims, redo/replacement orders or issuing In-store credit
• Training
• Attends all required trainings and displays appropriate knowledge of materials
• Attends Contact Center training and achieve a passing mark in the assessments
• Completes and pass the self-paced trainings and monthly learning checks in timely manner
• Miscellaneous Activities
• Assists the Contact Center Team with administrative duties as assigned.
• Performs all other duties as designated by Management
• Performs ongoing maintenance of Customer Profiles for customer base (updating records in Admin Panel, FreshDesk and other tools)
  

• Formal education or training required such as degrees, courses of study, certification
• Associates/Bachelors Degree
• Minimum of (1) one-year previous sales/customer service experience, preferably in a related industry.
• Experienced contact center professional, effective telephone, chat, email techniques and customer care
  
  

• Personal computing or keyboarding/data entry
• Moderate knowledge of Excel required
• Excellent communication skills; written and verbal required
• Strong organizational skills also required
• Basic sales and negotiation skills required