Call Center Representative
About The Position
Are you a natural problem-solver with a passion for helping others? Join The Fountainhead Group as a Call Center Representative and become an essential part of our friendly and dedicated Customer Service Team. In this onsite/in-person role, you’ll be the voice of FGI—guiding customer orders from start to finish, ensuring accuracy, timely delivery, and turning challenges into solutions. If you thrive in a fast-paced environment and love creating positive customer experiences, we’d love to have you on the team! Please note: This is an onsite role and relocation packages are not offered.
Requirements
- High school diploma or equivalent
- Some experience working in customer support or a related field.
- Comfortable using computers and various software applications, such as ERP, email, and Microsoft products.
- Excellent communication skills, both written and verbal, and can convey information clearly and effectively.
- Creative and competent in solving problems and finding solutions that meet customer needs and expectations.
- Punctual, consistent, and responsible in managing your time and tasks, and can work independently or as part of a team.
- Inquisitive and eager to learn new things and expand your knowledge of the company and its products or services.
- Adaptable and flexible in handling different situations and customer personalities, and can cope with stress and pressure.
- Optimistic and positive in your attitude and outlook, and can inspire confidence and trust in customers and colleagues.
- Empowered and confident in your abilities and decisions, and can take initiative and ownership of your work.
Responsibilities
- Routing phone calls to the appropriate people
- Updating and sending various reports to National Sales Managers and Account Rep.
- Tracking and reporting on freight deliveries from various carriers
- Managing and logging customer issues and provide customer with relevant documentation to handle their issue.
- Writing up customer orders taken over the phone
- Editing all free replacement parts orders
- Fulfilling MSDS sheet requests from customers
- Pulling and adjusting EDI orders daily
- Confirming billing accuracy by comparing shipped and ordered quantities
- Pulling Home Depot routing through Transplace and forwarding to shipping
- Handling Customer Specific EDI transactions sets (ASN’s and 810 invoicing)
- Settling credit card transactions
- Attending trade shows when needed and available
- Contacting accounts to resolve issues and/or promote sales
- Helping with planning sales meetings, presentations, and show preparation
- Mailing out invoices
- Interacting with FGI customers via phone and email
- Reviewing documents and entering data points into ERP (EPICOR)
Benefits
- Medical
- Dental
- Paid Vacation
- Holiday Pay
- 401k with employer match
- Tuition Reimbursement
- Health Reimbursement Account (HRA)
- Flexible Spending Account (FSA)
- Employer paid Life Insurance
- Employee paid Voluntary Life and Short Term Disability Coverage
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
