Call Center Representative

Tailwind Voice & Data•Minnetonka, MN

9d•$17 - $21•Hybrid

About The Position

The Call Center Representative (CCR) is responsible for handling both inbound and outbound phone calls, providing support, documenting information, and resolving issues. This role supports the entire organization as it is the first point of contact for incoming calls from clients, vendors, suppliers, and more. The CCR must be able to manage a high volume of calls in a friendly, professional and efficient manner, while following the call routing and documentation processes and procedures. This role requires effective communication, problem-solving skills, fast-pace, a positive attitude, and multi-tasking. The CCR will interact with clients, technicians, and internal teams, utilizing a variety of TailWind systems, to ensure seamless service delivery.

Requirements

High School Diploma
Computer Experience
Self-starter and proven ability to work independently and on a team
Proficiency with Microsoft Office suite of PC Tools
Phone skills, including familiarity with complex or multi-line phone system
Ability to work in a fast-paced environment, multi-task, and meet deadlines
High degree of accuracy and attention to detail
Ability to remain calm and composed under pressure or during challenging calls

Nice To Haves

Previous successful experience in a call center or customer service role is a plus!

Responsibilities

Answer incoming calls from clients, vendors, suppliers, and more.
Follow protocol for specific call types, including triage and escalation when necessary.
Document required information into the corresponding systems to ensure accurate tracking and resolution.
Efficiently navigate company systems to access client and vendor data, update records, and complete service tasks.
Manage check-in and check-out calls from our vendor technicians and review deliverables provided to ensure that all required job tasks were completed.
Assist with 24-hour and 1-hour scheduling reminder calls to our vendor technicians.
Follow company policies, procedures for call handling & routing, issue resolution, &cross-department collaboration.
Consistently conduct activities in a friendly, professional and courteous manner.
Other Duties as assigned.