Job Description

W.B. Mason is hiring full time Inbound/Outbound Customer Relation Representatives in our brand new South Daytona Call Center. Are you looking to join the most successful, creative and energetic team in the office supply industry? Jump on this opportunity to begin an exciting and rewarding career. All levels of experience welcome. We build loyalty with our business customers by solving issues, offering beneficial products, and providing a positive experience. We are looking for upbeat and energetic individuals who have a strong desire to provide exceptional service and the drive to be promoted to Business Development Reps or Account Maintenance Reps, among other positions. We have a clear career path that will provide raises, promotions and a strong sense of achievement to the dedicated. If you are by nature a warm, smiling, friendly and reliable person who genuinely likes helping people and you enjoy talking on the phone, this is the perfect position for you!

Why you want to work here:

• Full compensation package to include: competitive salary, medical, dental, vision, STD, LTD, Life insurance, 401(k), paid time off, continuing education reimbursement, cell phone data plan
• Enjoyable, fun work environment including picnics, BBQs, food truck events, SPIFFS, bonuses
• We promote the right talent from within the company
• Fast Growing with many opportunities to advance (6 months tenure required for promotion consideration)
• Weekends off

Essential Duties and Responsibilities

• Answer inbound phone calls and make outbound phone calls in a professional, courteous, efficient, and friendly manner
• Accurately enter, add, and update customer information
• Multi-task between order entry programs, CRM, chat and/or customer conversations
• Obtain pertinent information for sales consultants, providing detailed notes in CRM
• Model and deliver a distinctive and delightful customer experience
• Engage customers by greeting them and offer assistance with products and services
• Resolve customer issues and answer questions to ensure a positive customer experience
• Model and share best practices to deliver a distinctive and delightful customer experience
• Recommend items for sale to customer and upsell companion items
• Effectively communicate promotional incentives to the customers
• Record customer feedback professionally and accurately
• Comply with all company policies and procedures
• Maintains respectful relationships with coworkers
• May be required to perform additional duties and tasks as required by the company.
• Attends training and completes PPLs requested by Manager or assigned by corporate.

Knowledge, Skills and Abilities

• Fluent in reading, writing, and speaking English. Spanish a plus!
• Must be able to work anytime during the hours of operation 7am-9pm
• Have reliable transportation to get to and from work
• High School Diploma
• Basic math and typing skills (20+ WPM without spelling or grammatical errors)
• Proficiency in Microsoft Office, and previous CRM experience a plus
• Be proficient with a computer
• Use proper and appropriate phone etiquette
• Be adaptable and coachable
• Excellent communication both orally and written
• Strong interpersonal and customer service skills
• Energetic with a desire to learn and grow in a team orientated atmosphere
• History of good attendance at workired
• Active listening skills
• Appropriately manage difficult customer situations

Education and/or Experience

• High School diploma or equivalent

Minimum Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required.

Physical Demands
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. While performing the duties of this job, the employee is regularly required to stand, walk, speak and hear. The employee is frequently required to sit. The employee is frequently required to use hands and fingers for data entry. The employee must regularly lift and/or move up to 20 pounds.

Equal Opportunity Employer
W.B. Mason Company, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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