Customer Service

Music & Arts - Frederick, MD (30+ days ago)3.4

Position Summary

Working in call center environment handling incoming calls from retail stores, affiliates and individual customers with questions concerning accounts.

Multiple Positions Available:
Part-Time and Full-Time positions available

Essential Duties and Responsibilities

Major responsibilities of the position are listed below. To perform the job successfully, an individual must be able to

execute each essential duty satisfactorily. Other duties, assignments and specific projects may be assigned at the discretion of management. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Thoroughly understand and be able to navigate the AS400.
Handle incoming calls from customers, affiliates and retail stores for questions on rental accounts, tuition, payoff quotes, rental credit, and any problems related to rental accounts.
Triage calls to determine where to direct the caller if the call is not a call center issue.
Work scheduled shifts as required to meet call center needs.
Maintain a friendly, professional, welcoming attitude toward the caller - always remembering we are MAC ambassadors
Read, study and become totally familiar with any training and promotional materials.
Provide timely problem resolution for customers through research and/or CAT tickets requiring assistance from other supporting offices.
Practice and present suggestive selling to customers on every eligible call to promote sales and services.
Report encore and ez pay enrollments daily.
Skills and Abilities

To perform the job successfully, an individual must be able to execute each essential duty satisfactorily. The

Requirement(s) listed below are representative of the knowledge, skill and ability required.

Superior analytical skills geared towards identifying exceptions, errors and systemic failure.
Superior attention to detail and follow through.
Proficiency required in Microsoft Outlook and Word.
Intermediate understanding of Excel.
Ability to file accurately (alphabetically and/or numerically).
Mathematical aptitude required.
Superior written and verbal communication skills.
Excellent phone and customer service skills.
Superior organizational skills.
Superior deductive reasoning and problem solving skills.
Vigilant with regard to the early recognition of system problems.
Thorough testing and troubleshooting skills.
Reliable attendance is required.
Willingness to work seasonal overtime as required.
Excellent time management and multi-tasking skills.
Ability to maintain standards of conduct expected in a professional environment.

Physical Demand & Work Effort

Individuals employed in our Call Center are expected to be able to remain on task throughout the day even though the work tends to be high volume and of a repetitive nature at times. Work assignments are generally not physically demanding, but can be stressful. Education and Experience

Two year associate degree or higher required.
Minimum five years experience working in an office environment required.
Minimum three years working for Music and Arts in Sales Audit, Customer Service or related departments