Job Number: 45446

Call Center Representative

Job Description:

The Call Center Representative provides front line service and support to both internal and external customers. The Call Center Representative seeks to improve customer service performance, reduce response time, and enable AR Specialist to focus on collection activities. The Call Center Rep will also support Credit Department infrastructure needs and provide assistance to Management. This role is considered an entry level position within the department, providing a talent pool and career growth potential. The results of effective performance will be maximizing sales opportunities for the Company and minimizing credit losses by maintaining constant open lines of communication between customers, sales, and the Credit Department.

Responsibilities:

• Other duties may be assigned.

• Demonstrate a thorough knowledge of company businesses including Strategic and National accounts, in-store professional accounts, government, and various fleet accounts.

• Meet daily productivity goals managing incoming phone calls, chat, and email correspondence.

• Daily process and release of credit hold based upon receipt of funds or customer payment commitments; resolve customer claims and disputed items.

• Process credit applications. including contacting credit references and setting credit limits within authority limit.

• Perform basic account reconciliation related to orders, delivery notices, and cash applications; provide feedback on processes to prevent similar errors and issues in the future.

• Assist department as directed for quality of AR cleanup projects involving offsets, write offs, refunds, etc.

• Be actively involved in department continuous improvement projects by identifying improvement opportunities or working on a project team.

• Escalate requests outside of role/scope to Leadership.

Education Requirements:

• Associate or bachelor's degree in business related field preferred, or equivalent experience 2+ years' experience in a credit and collections or customer facing role preferred..

Desired Background/Skills:

• Strong decision-making skills.

• Ability to communicate professionally and effectively with all levels of internal and external management through various methods of communication.

• Ability to define problems, identify solutions and follow through to completion.

• Ability to effectively work independently or in team settings.

• Achieves high level, sustainable performance, and results.

• Ability to adapt to changing environments.

• Ability to work with customers in sometimes difficult and confrontational situations.

• Good interpersonal skills with a focus on rapport-building, listening and questioning abilities.

Qualifications:

• Proficient in Microsoft Excel, Word, Outlook, and various business software systems as needed.

• Understanding of basic accounting and bookkeeping procedures.

Other Information:

• While performing the duties of this job, the employee is regularly required to sit and talk or hear.

• The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl.

• The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Greene Resources is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.