Call Center Agent
Department: Call Center
Reports To: Call Center Manager
Employment Type: Full-Time
FLSA Status: Non-Exempt
Location: Brookly, NY / Hybrid
Compensation: $22-$25/Hour + Commission
The Call Center Agent is a high-volume, customer-facing role that blends inbound sales with full-service customer support. You will work a large daily volume of inbound calls alongside a busy case and email queue — converting inquiries into quotes and orders, resolving complex issues with accuracy and empathy, and keeping every order moving from first contact through delivery.
This role turns every interaction into a chance to earn the sale and strengthen the relationship. It rewards speed, product knowledge, and composure under pressure: you’ll meet daily activity and conversion targets, follow up on open quotes and cases with discipline, de-escalate difficult situations, and coordinate across art, accounting, and vendors to deliver a consistently high-quality experience.
“At SmartSign, we do more than manufacture signs—we help create peace of mind. As a leading e-commerce innovator serving more than 3 million customers, we combine technology with heavy-duty manufacturing. If you are looking for a collaborative, high-impact career where your work directly supports public safety and businesses worldwide, you belong here.”
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Sell on inbound calls. Handle a high volume of inbound sales and service calls, quickly identify customer needs, and recommend the right products and solutions. Convert inquiries into quotes and orders using consultative selling, objection handling, and closing, and surface upsell and cross-sell opportunities that grow order size. Meet or exceed daily and monthly targets for call activity, quote-to-order conversion, and revenue.
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Resolve issues and own the experience. Resolve complex issues — order discrepancies, product fit, pricing, shipping, and post-sale concerns — with ownership and follow-through. De-escalate difficult, high-emotion calls calmly, resolve on first contact wherever possible, and deliver white-glove service to high-value and VIP customers.
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Manage the case & email queue. Work daily case and email queues alongside the phones — update notes, drive next actions, and close resolved items before end of shift. Sweep for stale cases, escalate blockers with a clear summary and specific ask, and leave handoff-ready notes.
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Support orders, billing & shipping. Build and edit carts and quotes; fix order setup, naming, and ownership issues; and resolve problems stemming from customer, vendor, or internal art error. Process tax removals, refunds, and adjustments with correct documentation; provide invoice copies and clear credit-card declines; and file and track lost, damaged, or mis-delivered shipments through UPS portals, opening claims within one business day.
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Keep orders moving. Confirm lead times with vendors and update Estimated Ship Dates the day a change is learned; complete, submit, and track vendor onboarding, W-9, and tax forms within one business day of receiving what’s needed.
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Document and follow up with discipline. Document all calls, quotes, cases, and follow-ups accurately and in real time in the CRM. Respond to customers and vendors within one business day, follow up on open quotes same day and other commitments every 48 hours, and serve as liaison between customers, reps, art, accounting, and vendors.
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Collaborate and keep improving. Partner with Sales, Customer Service, Operations, and CX teammates to resolve issues and hand off escalations cleanly. Apply coaching, call feedback, and QA input to sharpen your skills; follow established call flows, templates, and SOPs; and adopt new tools and processes quickly while maintaining performance.
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2+ years of inbound sales and/or customer service experience in a high-volume call center environment.
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Proven ability to meet sales or conversion targets while delivering strong customer satisfaction.
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Strong problem-solving skills, with the ability to resolve complex issues and de-escalate difficult calls.
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Excellent verbal communication, active listening, and rapport-building, plus clear written communication and meticulous documentation habits.
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Comfort in a fast-paced, metrics-driven environment with high call and case volume.
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Proficiency with CRM and quoting tools and everyday business applications (Outlook, Microsoft Teams, Microsoft Office), and the ability to navigate vendor portals such as UPS.
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Organized and dependable — able to manage multiple follow-ups and competing priorities without losing track of commitments.
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E-commerce operations experience.
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Experience coordinating with art, accounting, or fulfillment teams, or with art and proof workflows.
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Comfort with basic tax, invoice, payment, and shipping terminology.
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A 4-year college degree (equivalent experience is equally welcome).
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Customer focus. Puts the customer experience at the center of every interaction and follows through until issues are fully resolved.
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Results-driven. Motivated by hitting and exceeding activity, conversion, and revenue targets.
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Problem-solver. Takes ownership of complex issues until they’re fully resolved.
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Composure. Stays calm, professional, and solution-focused under pressure.
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Organized & detail oriented. Manages high call and case volume without letting commitments slip.
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Clear communicator. Speaks and writes clearly and keeps customers, reps, and vendors informed.
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Team-oriented. Collaborates across Sales, CX, and Operations to serve the customer.
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Sales results (lagging). Quote-to-order conversion and revenue/orders against individual target, set with your manager.
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Quality / CX. Call abandonment rate, speed to answer rate, and answer rate
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Queue discipline (leading). Cases and messages answered within one business day; resolved cases closed before end of shift; open items followed up on cadence.
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Issue, claims & forms resolution. Complex issues resolved with minimal escalations and call-backs; shipping claims and vendor/tax forms opened within one business day and tracked to closure.
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Reliability. Schedule adherence, Estimated Ship Date updates, and shared logs kept current and audit ready.
SmartSign is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We evaluate candidates on demonstrated skills and potential, and we encourage applicants who meet many — but not necessarily all — of the qualifications above to apply.
