Call Center Specialist - Tier I

Sonepar•Jonesboro, AR

About The Position

As one of the largest utility distribution organizations in America, we constantly strive to bring our best to our customers, suppliers, and fellow associates. Irby Utilities is uniquely positioned to provide dynamic solutions to essential utility services impacting our local and broader communities. Is it time to elevate your customer-service career? If you are positive and enthusiastic about providing a first-class customer experience and committed to serving the community, then we are interested in getting to know you! At Irby, we rely on knowledgeable professionals to interact with our valued customers when they have questions or concerns. We’re looking for a highly skilled call center specialist to join our collaborative team, managing a high volume of inbound and outbound calls. 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. CUSTOMERS.FIRST. ALWAYS.

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 Time Off
Paid Company Holidays
Floating Holiday
On Demand Pay
Flexible Spending Accounts (Health and Dependent Care)
Employee Assistance Program
Tuition Reimbursement
Employee Discounts
Long-term and Short-term Disability
Life Insurance