Call Center Rep

DOCUmation; San Antonio (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Paid Time Off

Parental leave

Quarterly bonuses

Paid holidays

401(k) plan with employer match

Volunteer Time Off

Pre-paid legal coverage

Job summary

DOCUmation in San Antonio, TX is seeking a Call Center Representative to be the first line of customer service for our print and IT solutions clients. You will handle calls, route requests, and support aftermarket tasks with a focus on delivering outstanding service.

Successful candidates will multitask in a fast-paced environment, maintain professional communication with customers and colleagues, and input data into our systems. A high school diploma and proficiency with MS Office are required.

Qualifications

• Must multitask in a fast-paced environment.
• Excellent verbal communication with customers and staff.
• Basic office data-entry skills required.
• Strong focus on customer service and satisfaction.
• Proficiency in MS Word, Excel, Outlook.
• Knowledge of E-Automate System is preferred.

Responsibilities

• Route service and supply requests by creating work orders.
• Prioritize service and supply calls for technicians.
• Enter data into E-Automate for service and supplies.
• Perform clerical tasks as assigned by Call Center Manager.
• Support Aftermarket operations like DCA/Printanista.

Skills

Multitasking

Verbal communication

Data entry

MS Office

Customer service

Education

High School Diploma or GED

Tools

E-Automate System

Job description

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

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.