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Call Center Associate

Hodges, SC 29653

Posted: 02/01/2021 Employment Type: Contract Job Category: Customer Service Representative Job Number: 1494

Job Description

Call Center Associate:

Primary Responsibilities: Responds to inbound calls, emails and live chats related to placing an order and order assistance, catalog request and other inquiries in a manner that supports the Call Centers objectives. Provide customer satisfaction, increase sales, and maintain the integrity of the Company.

Specific Functions: Support the sales effort of the company by increasing the value of each telephone order by offering add-ons, upsells, coordinates and quantity discounts. Supports Jackson & Perkins, Wayside Gardens, Park Seed and Van Dyke' s brands. Assist customers in problems related to orders and service via telephone, email and/or live chat.

Job Tasks and Responsibilities

· Promptly accept calls in a warm, friendly and knowledgeable manner

· Enter orders and catalog requests quickly and accurately

· Increase the Average Order Value - Upselling

· Follow through with customer call back when necessary

· Advise customers on product, production, quantities, prices and shipping

· Provide planting recommendations related to growing zones for garden brands

· Provide product recommendations related to home restoration projects for Van Dyke' s brand

· Manage and resolve customer complaints in the best interest of the customer and the company

· Authorize individual returns and allowances considering company guidelines and warranties/guarantees

· Modify existing orders and make routine adjustments

· Seek to increase job knowledge and improve job skills

· Respond to emails and chats, researching customer inquiries using available resources

· Identify and escalate customer and/or systems issues

· Attend product and system trainings as scheduled

· Communicate and work with outside groups within JPPA, include Supply Chain, Drop Ship, Marketing and Merchandising

· Works onsite in Greenwood, SC, facility for scheduled shifts

Required Knowledge, Skills and Abilities

· Knowledge of company catalog and product offerings, promotions, warranties/guarantees, procedures and websites

· Exhibit knowledge of telephone techniques and speak in a professional manner

· Be optimistic, self-motivated and customer focused

· Work well as part of a team

· Remain calm in stressful situations

· Perform efficiently in a fast paced environment

· Must comply with published safety requirements

Key Competencies

· At least 1 year of call center experience.

· Exhibit excellent verbal and written communication skills

· Maintain business etiquette at all times

· Strive to achieve personal and corporate performance goals

· Maintain excellent attendance/punctuality record

· Be able to rotate to all shifts including weekends

· Follows JPPA work environment guidelines, including but not limited to temperature checks and face masks.

Reports To: Call Center Manager or Lead Supervisors

Job Type: Full-time or Part-time

Shifts: M-F, 1st/2nd shift, Some weekends

Pay: $10-12/hour

Weekly attendance bonus available!

Meet Your Recruiter

Esperanza Landeros

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