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MDC Interior Solutions · 5 days ago

Customer Care Representative

Glendale Heights, IL

Full-time

Onsite

Entry Level

2+ years exp

MDC Interior Solutions is a leading wallcovering and design solutions company headquartered in Glendale Heights, IL. They are seeking a Customer Care Representative to work in a high-volume call center environment, handling customer inquiries related to orders, pricing, and inventory while projecting a professional company image.

Civil EngineeringCommercialInterior Design

Hiring Manager

Kim Jones

Responsibilities

Call center - Answers telephones and responds to customer requests by entering orders, pricing or sampling or inventory information

Provides pricing and delivery information, also processes incoming orders via email & fax

Provides customer and sales reps with product and service information and support

Web chat for technical questions, general information, quotes and sample requests

When required up sells product and/or accessories

Stock checks on vendor web portals

Accurate and timely follow through on pending issues not immediately resolved

Research shipment inquires, billing, payments, and order tracking

Serves as liaison between the customer, various departments and sales team in the field

Qualification

Customer service experienceCall center experienceMicrosoft OfficeTyping skillsJudgmentProblem solvingInterpersonal skillsOral communicationWritten communicationOrganizational skills

Required

Associate degree (A.A.) or equivalent from two-year College or technical school; or two plus years of customer care / call center related experience

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

Ability to deal with problems involving several concrete variables in standardized situations

Knowledge of Microsoft Office suite software and ability to learn company's systems

Organized, prioritize, self-motivated, quick learning ability, common sense, typing skills of 30 WPM, reading, writing and math skills

Efficient, friendly, and courteous demeanor

Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics

Manages difficult or emotional customer situations; Responds promptly to customer needs for service and assistance; fulfills commitments

Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things

Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions

Balances team and individual responsibilities; Contributes to building a positive team spirit; Treats customers and co-workers with respect, inspires trust, integrity and good work ethics

Writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information such as safety rules, operating, installation or procedure manuals

Follows policies and procedures. Adapts to changes in the work environment; Manages competing demands and takes responsibility for own actions; Uses time efficiently and can change approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events

Is consistently at work and on time; Ensures work responsibilities are covered when absent

Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions

Meets productivity standards; Completes correct work in timely manner; Strives to increase productivity; Works quickly