Call Center Employees
Complete work in a friendly and professional manner. Ensure that all information is correct and communicate to the customer regarding; product knowledge, delivery methods, out of stock items, substitutions, specials, ship dates, policies and procedures, and price information.
*Work must be performed in a dedicated home office environment located in Nebraska, all office equipment, furniture and fixtures provided by the employee at the employee's sole cost and expense and subject to all work space and equipment requirements as prescribed by Oriental Trading Company from time to time.
Essential Functions:
- From a home office located in Nebraska, using equipment and work space as prescribed by Oriental Trading Company:
- Receive and process telephone calls, catalog requests from customer in a professional and courteous manner based on current procedures. Perform telephone functions in all Business Units.
- Offer additional items to customers, including, but not limited to: Companion Items, Substitute Items and End of order add on items.
- Work on special projects as needed, including but not limited to completing outbound customer surveys and/or completing outbound calls to customers for various reasons.
- Refer customers to other groups as appropriate.
- Assist customers with issues including, but not limited to credits, refunds, merchandise certificates (expired or not), expired prices, promotions, invoices, new accounts, meter station comments, miscellaneous billing, and reships. Issue Good Will, Merchandise, and Gift Certificates as needed.
- Investigate customer inquiries or order issues and complete related documentation.
- Meet Department production standards.
- Respond to a fluctuating volume of mail and calls.
- Provide personalized customer service of the highest level and maintain any customer information confidential.
- Maintain regular, predictable attendance.
- Abide by all policies and procedures of the Call Center Department and Oriental Trading Company.
Here's what you need to join the fun:
- High School Diploma or Equivalent preferred.
- Customer service experience desired.
- Requires the ability to accurately type 4,200 keystrokes per hour.
- Sound knowledge of telephone etiquette.
- Requires good reading, listening, and interpersonal communications skills.
- Must be able to effectively read, write legibly, and speak English and Spanish.
- Must be able to read and navigate through numerous computer windows in an efficient manner while speaking with customers.
- A friendly manner and high degree of tact in dealing with customers is needed.
- Requires sitting for extended periods of time in a repetitive motion position.
- Although position is primarily sedentary, frequent movement may be required.
- Personal computer (mouse), telephone and calculator
- Partner with other Call Center operations to assure a positive Customer experience.
- Generally works in busy office working conditions with frequent interruptions and deadlines.
Equipment Requirements:
- Proof of current homeowner's or renter's insurance.
- Computer Type: PC and Mac compatible
- Internet Browser: Internet Explorer 11 or Higher & Safari
- Monitor Size: 17 inches or greater
- Minimum OS Version: Windows 7, Windows 8, and Windows 8.1
- Minimum RAM: 4 GB or higher
- Minimum Processor Speed: 3 GHZ (3000 MHz) or better
- Minimum Graphic Resolution: 1024 x 768
- Internet Connection: DSL, cable, or fiber optic (no dial-up, satellite, or 4G wireless connections) For security and stability reason, wireless networks such as 802.11 A/B/G/N WiFi or Bluetooth are not acceptable
- Must use a two-factor authentication process to access company systems
- Computer must have a personal firewall installed and operational
- Computer must have a current version of anti-virus software installed and actively running
- Computer must have the latest approved security patches installed
- Must be able to download/install and utilize company systems from a remote location.