Call Center Specialist - Tier I

Sonepar • Jonesboro, AR

2d • Onsite

About The Position

As one of the largest utility distribution organizations in America, Irby Utilities is uniquely positioned to provide dynamic solutions to essential utility services impacting our local and broader communities. We are looking for a highly skilled call center specialist to join our collaborative team, managing a high volume of inbound and outbound calls Tuesday – Saturday, 9:00pm – 6:00am. The ideal candidate is an adaptive learner who can utilize scripts and talking points while applying them to identifying the problem and providing a solution. He or she will be handling a variety of important supportive tasks, providing answers, insights, instructions, and purchasing assistance. As the voice of our company, the call center specialist must possess excellent communication and interpersonal skills, and enthusiasm for helping clients and driving satisfaction.

Requirements

• High School Diploma or equivalent with 1-3 years’ experience in a call center environment
• Exceptional customer service which includes active listening, ability to de-escalate calls, and excellent verbal and written communication skills
• Proficiency with computers, especially CRM software, and strong data entry and typing skills
• Efficient time management and decision-making skills
• Ability to collaborate with a team in a close, fast-paced environment
• Proven troubleshooting skills

Responsibilities

• Inbound and outbound calls to clients to learn about and address their needs and other issues with products or services
• Respond efficiently and accurately to callers while providing solutions and ensuring clients feel supported and valued
• Build relationships with clients and other call center team members based on trust and reliability
• Meet or exceed call center metrics while providing excellent, consistent customer service
• Utilize software, databases, scripts, and tools appropriately while taking detailed call notes and running call reports as necessary
• Obtain in-depth knowledge of the department’s and/or company’s products and services

Benefits

• Medical, dental, vision, gym membership reimbursement, and Vitality® Wellness Rewards
• Paid Time Off and Extended Illness Benefits
• Tuition reimbursement
• Employee Assistance Program
• Service Awards
• Candidate Referral Rewards
• Associate Discounts
• 401K Plan
• Competitive Medical Plans (medical, dental, and vision)
• Paid Company Holidays
• Floating Holiday
• On Demand Pay
• Flexible Spending Accounts (Health and Dependent Care)
• Long-term and Short-term Disability
• Life Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED