Call Center Representative / Backup Receptionist

DOCUmation•San Antonio, TX

7h•Onsite

About The Position

The Call Center Representative (CCR) is the first line of customer service. Upon learning our processes and systems, the successful candidate will be able to effectively take in all calls and route them through to their appropriate destination and/or taking action on these requests. While the majority of the calls received are customers desiring service on their print systems, other requested tasks are supply requests, equipment movement requests, DCA requests and customers wishing to speak to specific individuals as well as receiving customer inquiries and/or complaints. Working with our core values, the CCR will provide outstanding customer service support in keeping customer satisfaction at the core of every decision and behavior. This position also serves as the primary backup for the receptionist and provides daily front desk coverage during breaks, lunches, PTO, callouts, and other absences. This position requires regular in-person attendance and frequent communication by telephone, email, and in person.

Requirements

Customer service or administrative experience preferred.
Ability to manage multiple tasks in a fast-paced environment.
Strong verbal and written communication skills.
Accurate data-entry and basic office skills.
Working knowledge of Microsoft Word, Excel, and Outlook.
Ability to learn new software applications quickly.
Strong attention to detail, teamwork, and commitment to quality.

Nice To Haves

Knowledge of E-Automate preferred but not required.

Responsibilities

Communicates with customers and internal employees in a professional manner for service calls and supply request.
Prioritizes service calls and creates a work order for the appropriate technician.
Prioritizes supply request and creates a supply order for proper shipping.
Performs additional duties by inputting data into E-Automate system for both service and supplies.
Performs miscellaneous clerical tasks as assigned by the Call Center Manager.
Assists with DCA/Printanista, and other tasks that support DOCUmation’s Aftermarket organization.
Prioritizes adequate support for the phone system.
Serves as the primary backup receptionist, providing front desk coverage during all morning, lunch, and afternoon breaks.
Covers front desk absences resulting from callouts, PTO, or other scheduled and unscheduled time away.
Coordinates schedules with the primary receptionist to ensure breaks and other time away do not conflict.
Greets and assists visitors and employees in a friendly and professional manner.
Answers, screens, and forwards incoming calls to the appropriate department or individual.
Assists with office management and administrative tasks as needed.
Maintains confidentiality when handling sensitive information.
Maintains reliable attendance and punctuality