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Description:
This position is responsible for building quality relationships with customers and assisting other representatives in an effort to support All-Wall’s customers. This position is with a fast-paced organization, in a small call center environment with fluctuating call volumes. The Inbound Customer Service Specialist will handle questions about orders, order accuracy and tracking, as well as provide information and assistance with paperwork for the customer, such as invoice copies or order verification. Bi-Lingual English/Spanish applicants are encouraged to apply!

Responsibilities include but are not limited to:

1. Active listener, ability to determine solutions to problems, possess excellent communication and writing skills, as well as be able to express themselves.
2. Provide excellent customer service by following up with incoming inquiries (phone, email and fax) on a timely basis; professional business decorum and high service level.
3. Able to understand drywall tools and services and provide detailed product recommendations to prospective customers.
4. Database management and maintenance of quotations and opportunity-tracking system via Customer Relationship Management (CRM) Software.
5. Order tracking, general administration and reporting.
6. Distribute incoming leads to specified representatives, gather feedback from them, and enter into CRM system.
7. Provide clear explanations and instructions in a manner that is understandable to the customer and/or team members, both orally and in writing.
8. Strive to resolve customer’s requests in one contact.

Requirements:

1. High school diploma or equivalent required. Advanced education a plus.
2. Minimum 1-2 years progressively responsible, recent and relevant experience in a comparable industry.
3. Must have an appreciation for quality customer service.
4. Maintain positive and cooperative tone with customers and coworkers.
5. Excellent general computer skills such as Microsoft Office. Familiar use of office equipment such as copiers, printers, and fax machines.
6. Must be thorough and detail-oriented with an exceptional level of accuracy, accountability and follow through.
7. Ability to effectively adapt to constant change and work in a fast-paced environment.