Inbound Call Center Rep - Commission Eligible
About The Position
The Inbound Call Center Representative is a high-volume, customer-facing role combining inbound sales with full-service customer support. The representative handles a large daily volume of inbound calls alongside case and email queues, converting inquiries into quotes and orders, resolving complex issues accurately and empathetically, and keeping orders moving from first contact through delivery. The role requires meeting daily activity and conversion targets, following up on open quotes and cases, de-escalating difficult situations, and coordinating across art, accounting, and vendors to provide a high-quality customer experience. The position is based in Brooklyn, NY, with a hybrid workplace arrangement. It is full-time and non-exempt, with compensation of $22–$26 per hour plus commission.
Requirements
- At least 2 years of inbound sales and/or customer service experience in a high-volume call center environment.
- Demonstrated ability to meet sales or conversion targets while delivering strong customer satisfaction.
- Strong problem-solving skills and ability to resolve complex issues and de-escalate difficult calls.
- Excellent verbal communication, active listening, and rapport-building skills.
- Clear written communication and meticulous documentation habits.
- Comfort working in a fast-paced, metrics-driven environment with high call and case volume.
- Proficiency with CRM and quoting tools and everyday business applications, including Outlook, Microsoft Teams, and Microsoft Office.
- Ability to navigate vendor portals such as UPS.
- Organization and dependability, including the ability to manage multiple follow-ups and competing priorities.
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.
- Identify customer needs and recommend appropriate products, sizes, quantities, and options.
- Convert inquiries and quote requests into orders during the call whenever possible.
- Suggest relevant upgrades, add-ons, and volume pricing to increase order value.
- Accurately enter orders, including pricing, custom specifications, shipping, and payment details.
- Follow up on open quotes and abandoned orders to close sales.
- Resolve order status, shipping, billing, and account questions on the first call.
- Handle returns, replacements, reprints, and credits in accordance with company policy.
- De-escalate customer concerns, take ownership of issues, and follow through until resolution.
- Escalate complex issues to production, shipping, or accounting with complete notes.
- Document every customer interaction clearly in the CRM.
- Share recurring customer feedback and product questions with the supervisor.
- Stay current on products, promotions, and policies.
- Support email or chat queues during slower call periods as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
