Inbound Call Center Rep - Commission Eligible
About The Position
The Inbound Call Center Rep is a high-volume, customer-facing role that blends inbound sales with full-service customer support. You will work a large daily volume of inbound calls alongside a busy case and email queue — converting inquiries into quotes and orders, resolving complex issues with accuracy and empathy, and keeping every order moving from first contact through delivery. This role turns every interaction into a chance to earn the sale and strengthen the relationship. It rewards speed, product knowledge, and composure under pressure: you’ll meet daily activity and conversion targets, follow up on open quotes and cases with discipline, de-escalate difficult situations, and coordinate across art, accounting, and vendors to deliver a consistently high-quality experience.
Requirements
- 2+ years of inbound sales and/or customer service experience in a high-volume call center environment.
- Proven ability to meet sales or conversion targets while delivering strong customer satisfaction.
- Strong problem-solving skills, with the ability to resolve complex issues and de-escalate difficult calls.
- Excellent verbal communication, active listening, and rapport-building, plus clear written communication and meticulous documentation habits.
- Comfort in a fast-paced, metrics-driven environment with high call and case volume.
- Proficiency with CRM and quoting tools and everyday business applications (Outlook, Microsoft Teams, Microsoft Office), and the ability to navigate vendor portals such as UPS.
- Organized and dependable — able to manage multiple follow-ups and competing priorities without losing track of commitments.
Nice To Haves
- Experience selling B2B products or custom/configured orders.
- Familiarity with NetSuite, Salesforce, or a similar CRM/ERP.
- Experience with a cloud phone system such as RingCentral.
- Bilingual English/Spanish.
Responsibilities
- Answer inbound calls promptly and professionally within service-level targets.
- Uncover customer needs with open-ended questions, then recommend the right products, sizes, quantities, and options.
- Convert inquiries and quote requests into placed orders on the call whenever possible.
- Suggest relevant upgrades, add-ons, and volume pricing to increase order value.
- Enter orders accurately in the order system, including pricing, custom specifications, shipping, and payment.
- Follow up on open quotes and abandoned orders to close the sale.
- Resolve order status, shipping, billing, and account questions on the first call.
- Handle returns, replacements, reprints, and credits within company policy.
- Calm frustrated customers, own the issue, and follow through until it is resolved.
- Escalate complex issues to the right team (production, shipping, accounting) with complete notes.
- Document every interaction clearly in the CRM.
- Share recurring customer feedback and product questions with the supervisor.
- Keep current on products, promotions, and policies.
- Support email or chat queues during slower call periods as needed.
Benefits
- Commission Eligible
- Commission
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
