Inbound Customer Advisor

WB Mason Company - South Daytona, FL

Full-time - Entry Level

South Daytona, FL

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

W.B. Mason is seeking full-time Inbound/Outbound Customer Relation Representatives for their new South Daytona Call Center. This role is ideal for individuals who are enthusiastic about providing exceptional customer service and are looking for a rewarding career in the office supply industry. The company emphasizes building loyalty with business customers through effective problem-solving and positive interactions. There are opportunities for career advancement within the company, with a clear path for promotions and raises based on performance and tenure.

Responsibilities

• Answer inbound phone calls and make outbound phone calls in a professional, courteous, efficient, and friendly manner.
• Accurately enter, add, and update customer information.
• Multi-task between order entry programs, CRM, chat, and/or customer conversations.
• Obtain pertinent information for sales consultants, providing detailed notes in CRM.
• Model and deliver a distinctive and delightful customer experience.
• Engage customers by greeting them and offering assistance with products and services.
• Resolve customer issues and answer questions to ensure a positive customer experience.
• Model and share best practices to deliver a distinctive and delightful customer experience.
• Recommend items for sale to customers and upsell companion items.
• Effectively communicate promotional incentives to customers.
• Record customer feedback professionally and accurately.
• Comply with all company policies and procedures.
• Maintain respectful relationships with coworkers.
• Attend training and complete PPLs requested by Manager or assigned by corporate.

Requirements

• Fluent in reading, writing, and speaking English; Spanish is a plus.
• Must be able to work anytime during the hours of operation (7am-9pm).
• Have reliable transportation to get to and from work.
• High School Diploma or equivalent.
• Basic math and typing skills (20+ WPM without spelling or grammatical errors).
• Proficiency in Microsoft Office; previous CRM experience is a plus.
• Be proficient with a computer and use proper phone etiquette.
• Be adaptable and coachable.
• Excellent communication skills, both orally and written.
• Strong interpersonal and customer service skills.
• Energetic with a desire to learn and grow in a team-oriented atmosphere.
• History of good attendance at work.
• Active listening skills.

Nice-to-haves

• Previous experience in customer service or call center environment.

Benefits

• Competitive salary
• Medical, dental, and vision insurance
• Short-term and long-term disability insurance
• Life insurance
• 401(k) plan
• Paid time off
• Continuing education reimbursement
• Cell phone data plan
• Fun work environment with events like picnics and BBQs
• Opportunities for advancement within the company.