Full Time Call Center Representative

Job Description

Job Title: Payment Center Representative
Department: Payment Center
Reports To: Operations Supervisor
FLSA Status: Non- Exempt

SUMMARY: The Payment Center Representative is in direct contact with our customers. This role is mainly responsible for collecting payments over the phone and servicing our customers. This representative will be receiving incoming calls as well as making outgoing calls. The Payment Center Representative’s primary responsibility is to accurately deliver exceptional customer service and collect various forms of payments from our customers being serviced at various Distribution Centers across the country. This position is entry level, and requires the availability to either work early mornings, nights, and/or weekends.

ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Effective use of oral, visual, written, and listening modes of communication
• Able to converse in English both in written and oral form
• Take incoming calls and make outgoing calls to truck drivers and companies to collect payment for deliveries made at warehouses
• Accurately process credit/debit card payments
• Accurately write out physical paper checks
• Accurate entry of payment and processing of checks to confirm validity of payment.
• Responsible for keeping track and turning in payments to Payment Center Management at the end of each shift. 100% of payments collected must be accounted and reconciled.
• Ability to multi-task. Mostly talking on the phone while writing and navigating multiple websites on dual computer monitors
• Knows when to ask pertinent questions, and able to provide feedback so it can be understood
• Ability to write legibly so information written can be easily read
• Ability to stay calm at all times even with difficult customers and go through the entire call with a smile
• Ability to have a friendly and polite demeanor over the phone and ability to control emotions when callers become
upset
• Ability to answer calls repetitively throughout shift, while maintaining accuracy of payment methods
• Ability to do basic math
• Basic knowledge around computers and software use

OTHER DUTIES include the following:

• Use critical thinking skills and ask open-ended inquisitive questions to help resolve the caller’s issue.
• Ability to handle stress
• Stamping checks
• Maintaining the cleanliness of Payment Center
• Sending Receipts
• Obtaining refund information
• Other duties as assigned

EDUCATION and/or EXPERIENCE

• A minimum of one year of customer experience
• 1 year of Call Center Experience preferred
• High School Diploma or GED equivalent
• Basic Computer Skills

PHYSICAL DEMANDS

• Ability to occasionally lift up to 10 pounds
• Ability to effectively use a headset throughout shift to answer calls
• Ability to speak clearly
• Ability to spend long hours in front of a computer screen
• Ability to occasionally bend

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The Payment Center is located on the second floor at our Corporate Denver office; there is a flight of stairs to get to the second floor. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER

• Work hours/Shifts: TBD by Supervisor.
• Equipment used: Computer, headset, keyboard, mouse, printer and scanner.

A successful candidate will:

• Enjoy working on the phone with customers, as well as internal staff.
• Have excellent customer service skills, especially the ability to be patient and empathetic.
• Have the ability to care about customers/colleagues and be a problem solver with a solutions based mindset.
• Must be reliable and punctual. We are a small call center, so we depend on each employee to arrive for his or her scheduled shift consistently and on-time.
• Positive and energetic personality.
• Be honest, trustworthy, and accountable when handling customer’s payment information.
• Be accountable to balancing their collected payments at the end of each shift.
• Be comfortable with repetitive day to day job duties

Other Qualifications & Requirements:

• Ability to handle high volume of calls from our customers.
• Ability to stay calm at all times even with a difficult customer
• Ability to provide the best customer service possible
• Ability to work under pressure
• Ability to work independently and as a team
• Basic Math Skills: able to accurately do the balance of the payments collected at the end of the shift
• Collections or cash handling experience is a huge plus, but not required.
• Bi-lingual in Spanish is highly preferred.
• Strong verbal and written communication skills.

Benefits:

• Flexible scheduling. Part-Time and Full-Time shifts available for days, mid-shift, evenings, and graveyards
• Differential pay for overnight shifts and bi-lingual (Spanish speaking) employees
• On the job training in a call center environment. Learn by doing
• Ability to advance to additional call types that offer additional compensation.
• Pay for performance incentive
• Eligible for medical, dental, vision and voluntary accident benefits after 60 days of Full-Time employment

Type: Full-time

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Universal Chain Inc.

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