New Products from Gopher Sports

Regular, Full-Time Customer Contact Center Representatives

Location: Owatonna
# of openings: 3

To be considered in the current round of candidates, please apply by the date listed below.  If the date listed below has passed, please apply to be considered in the next round of candidates.

Apply by: 10/20/17

Description

JOB SUMMARY:

Build customer satisfaction and loyalty by providing customers with friendly, helpful, timely and efficient service.

ESSENTIAL DUTIES & RESPONSIBILTIES: The duties and responsibilities listed below serve as a general outline.  Other duties may be assigned or required to support the success of Gopher Sport.

1.Managing all customer interactions according to defined quality expectations.  (Metrics: Call QA)

2.Accurately manage data entry of customer orders and catalog requests received by phone, mail, fax and email, consistent with quality assurance standards.  Manage conversion of customer quotes from task queues according to established best practices and responsiveness standards (Metric:  Keying accuracy). 

3.Answer incoming order calls and invoice requests calls within established responsiveness standards. (Metric: email/phone timeouts)

4.Managing customer service contacts via all communication channels. Initiate outbound contact with customers as needed to handle issues and concerns according to established responsiveness and quality standards (Metric: Call interactions).

5.Begin working towards Customer Advocate II work assignments including but not limited to managing customer service contacts via all communication channels (Metrics:  Return accuracy %).

ORGANIZATIONAL PERFORMANCE COMPETENCIES:

1.Customer Commitment – Focus efforts on exceeding internal and external customer expectations and improving customer satisfaction.  Respond quickly and take appropriate action to identify and exceed customer needs. (Metric: Item Recommendations)

2.Teamwork & Collaboration – Dedication to building collaborative relationships throughout the organization.  Seeks and support ideas for improvement.  Willingly share information about ideas and work cooperatively to resolve issues or concerns. (no metric 2015, 2016, email QA)

3.Commitment to Quality & Continuous Improvement - Seek to improve processes and quality, making recommendations as appropriate.  Monitor own work.  Seek and accept constructive feedback to ensure accuracy. (Metric: Fluency Testing)

4.Integrity, Accountability, Dependability - Uphold company core values and support ethical and responsible behavior.  Follow through on commitments.  Is reliable and meet attendance standards. (Metric: Unplanned absences, schedule variances & misc. behavior)

5.Initiative - Exercise sound independent judgment within established limits of authority.  Self-directed and requires minimal supervision (2015 no metric, 2016 Questions and questions email).   

6.Planning & Organizing Work - Ability to optimize time and resources to achieve expected results.  Effectively prioritize and organize work to fully contribute to team efforts. (Metric: Product Training)

EDUCATION, KNOWLEDGE & EXPERIENCE REQUIRED:

  1. High school diploma or equivalent
  2. 1 year Customer Service and data entry experience ( telephone customer service preferred)
  3. Oracle experience, preferred
  4.  Proficient with all Microsoft Office applications and Windows Operating System

JOB SPECIFIC CHARATERISTICS:

  1. Positive attitude, helpful behavior
  2. Ability to multi-task and prioritize in a fast-paced, rapidly changing environment
  3. Ability to build positive relationships with customers and team members
  4. Exemplary verbal and written communications skills
  5. Exceptional skills in accurate data entry
  6. Strong interpersonal and independent problem-solving skills
  7. Highly reliable-strong attendance record

PHYSICAL REQUIREMENTS:  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.

While performing the functions of this job, the team member is regularly required to sit, stand, walk, talk and hear.  The team member is occasionally required to kneel, crouch, crawl, bend, ascend and descend stairs.  The team member is frequently required to use hands and fingers to feel, handle, or operate objects, tools or controls and reach with hands and arms.  The functions of the job include continuous viewing of a computer monitor and repetitive motion activities on the keyboard.  Vision requirements include close vision, depth perception, color vision and the ability to adjust focus.  The team member may occasionally lift and/or move up to 50 pounds.

WORK ENVIRONMENT:  The characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions

This job is primarily performed in an office environment with occasional exposure to the distribution center.  The noise level in the office and distribution center is generally moderate.  In the distribution center, the team member would generally be exposed to automated equipment and conveyors.  Both the office and distribution center is climate controlled.





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