Call Center Rep

Position: Call Center Representative
Department: Service
Reports To: Service Center Manager
Salary Grade: DOE
FLSA Status: Full-Time / Non-Exempt / Hourly
Location: San Antonio, TX

 

Company Overview

DOCUmation is a privately-held technology solutions company that provides IT, print, and software-managed services to businesses and other organizations through Texas. Headquartered in San Antonio, TX, our company has been serving customers for more than 30 years.

 

Description

The Call Center Representative (CCR) is the first line of customer service.  Upon learning our processes and systems, the successful candidate will be able to effectively take in all calls and route them through to their appropriate destination and/or taking action on these requests.   While the majority of the calls received are customers desiring service on their print systems, other requested tasks are supply requests, equipment movement requests, DCA requests and customers wishing to speak to specific individuals as well as receiving customer inquiries and/or complaints.  Working with our core values, the CCR will provide outstanding customer service support in keeping customer satisfaction at the core of every decision and behavior.

 

Responsibilities

• Communicates with customers and internal employees in a professional manner for service calls and supply request.
• Prioritizes service calls and creates a work order for the appropriate technician.
• Prioritizes supply request and creates a supply order for proper shipping.
• Performs additional duties by inputting data into E-Automate system for both service and supplies.
• Performs miscellaneous clerical tasks as assigned by the Call Center Manager.
• Assist with DCA/Printanista, and other tasks that support DOCUmation’s Aftermarket organization.
• Prioritize adequate support for the phone system.

 

Experience & Required Skills

• Requires the ability to multi-task in a fast-paced environment by working with telephone and company software.
• Excellent verbal communication skills to interact with customers and employees on a professional level.
• Basic office skills that include data entry skills.
• Must reflect the highest priority and emphasis on customer service and satisfaction.
• Working knowledge of MS Office Skills that include Word, Excel, and Outlook.
• Knowledge of E-Automate System is preferred but not required.
• Attention to Detail, Teamwork (cooperation) & Work standards (concern for quality).
• Ability to quickly learn software applications.

 

Education & Certification

• High School Diploma or GED.

 

Physical Requirements

• Ability to sit for extended periods of time.
• Ability to occasionally stand, stoop, bend, and kneel.
• Manual dexterity to use hands and fingers to handle, control computer and telephone keyboard.
• Visual acuity to read electronic documents.
• Ability to regularly speak clearly so listeners can understand.
• Ability to understand the speech of others.

 

Benefits

• Generous Paid Time Off (PTO) policy.
• Parental and caregiver leave.
• Quarterly bonuses for eligible positions.
• Paid holidays.
• 401(k) plan with employer match.
• Paid Volunteer Time Off (VTO)
• Pre-paid legal coverage available
• FSA and HSA options