Call Center Rep

Documation,-Inc; San Antonio (TX); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Paid time off

Parental and caregiver leave

Quarterly bonuses

Paid holidays

401(k) match

Pre-paid legal coverage

FSA and HSA options

Job summary

DOCUmation is seeking a Call Center Representative in San Antonio, TX. The CCR will be the first line of customer service, routing calls, handling service and supply requests, and supporting aftermarket tasks.

Responsibilities include prioritizing calls, creating work and supply orders, and entering data into the E-Automate system. The role requires strong communication, data entry, and teamwork to maintain high customer satisfaction.

Qualifications

• Ability to multi-task in a fast-paced environment using telephone and company software.
• Excellent verbal communication with customers and internal staff.
• Basic data entry and clerical tasks.
• Strong focus on customer service and satisfaction.

Responsibilities

• Communicates with customers and internal staff in a professional manner for service calls and supply requests.
• Prioritizes service calls and creates work orders for technicians.
• Creates supply orders for proper shipping.
• Inputs data into the E-Automate system for service and supplies.
• Performs clerical tasks as directed by the Call Center Manager.
• Assists with DCA/Printanista and other Aftermarket tasks.
• Ensures adequate support for the phone system.

Skills

Multi-tasking

Verbal communication

Data entry

MS Office

E-Automate

Attention to detail

Teamwork

Education

High School Diploma or GED

Tools

E-Automate System

MS Office (Word, Excel, Outlook)

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.
• Generous Paid Time Off (PTO) policy.
• Parental and caregiver leave.
• Quarterly bonuses for eligible positions.
• Paid holidays.
• 401(k) plan with employer match.
• 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.