Job description
As a customer service representative at TMS Call Centers, you’ll be the voice of our clients. You will handle a wide range of customer interactions and are expected to provide each one of them an excellent experience. Your professionalism and character will give the customers of our clients the service they deserve.
What You Will Do:
We are an outsource call center that supports inbound phone traffic for multiple clients and handles a variety call types (order taking, data entry, sales, lead capture, appointment setting). Because of this, duties may include:
Answering inbound phone calls from customers to place orders for products from a variety of sources (catalog, website, advertisements)- Answering customer questions or triaging calls to the appropriate department
- Applying learned sales techniques to complete sales orders, including upselling products or services
- Accurately capturing customer data for leads or appointments
- Navigating multiple systems to complete job duties
- Adapting to a changing environment as we add new accounts, new processes, or new systems
- Participating in various trainings for skill development and to handle additional accounts
- Understanding and adhering to company policies and procedures including performance, professionalism, and compliance standards.
How You Will Do It:
We will conduct a three-day training that will introduce you to our systems and basic accounts, which will allow you to complete your essential job duties. All resources will be available to your through our order entry and knowledge base systems. You will be responsible for taking that information and applying it to your interactions. We will continue to help you grow and succeed with our company through feedback, coaching, and follow up training.
To ensure excellence, we expect our agents to:
- Have a pleasant, conversational tone with callers
- Be able to proficiently read scripting and use improvised language as needed
- Use de-escalation techniques to diffuse a challenging caller
- Be professional with customers, clients, peers, and management
- Seek assistance or guidance whenever there is a challenge that cannot be overcome by utilizing all available tools and resources
Qualifications for Employment:
- Be 16 years or older
- Adequately complete pre-employment assessments
- A follow up email will be sent to you with links to the assessments that MUST be done for your application to be considered complete
- Possess basic computer literacy (website navigation and multiple program use required)
- Previous sales or customer service experience is preferred but not necessary
- Able to consistently and reliably get to work in our Roseburg, OR office
Scheduling Information:
- Training will be Tuesday January 10, 2023 through Thursday January 12, 2023 from 7:00am-3:30pm Pacific Time
- You must be available all days and hours of training to be considered for employment
- Part Time Applicants: must be available to work 12-24 hours a week
- Full Time Applicants: must be available to work 30-40+ hours a week
- Flex Time: must work at least 10 hours per week, including one weekend shift
- Must be available to work at least one weekend shift and possible holidays
- While we try to keep schedules consistent, we do not offer set or guaranteed weekly schedules
Pay and Benefits Information:
- $13.00 per hour starting wage
- $13.25 per hour after 90 days of employment
- Commission and incentives based on performance
- Sick pay (up to 40 hours per year)
- Temporary to permanent employment (90 days temp)
- Full time, permanent employee benefits include medical, dental, vision, and life insurance
- Voluntary benefits:
- Term life insurance
- Short term disability
- Legal services
- Accident and critical illness
ONLY CURRENTLY ACCEPTING APPLICATIONS FROM THE DOUGLAS COUNTY, OREGON AREA FOR ON-SITE POSITIONS
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit for extended periods of time, talk clearly, hear and use hands and fingers to operate and handle keyboards and controls. The employee is occasionally required to walk and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
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