Telephone Representative

Telephone Representative
Quincy Telemessaging is a small company that provides telephone support services to businesses throughout the country. The company is family run and has been in business for 65 years. The job is fast paced, diverse and requires individuals to work on their own as well as a team. Extensive training is scheduled during the first month of employment. We provide traditional message center service along with order entry, customer service, service dispatch and reservation entry. We are 24/7 so scheduling can be flexible.

The duties of a Telephone Representative are to process messages and orders in an accurate, professional and timely manner according to our clients’ instructions.

Principle Responsibilities:

•Work on the StarTel Workstation answering calls for clients, taking accurate messages, telephone orders and/or customer service requests.

•Answer telephone calls as they are assigned to your workstation and remain in call rotation at your position unless you are on a scheduled break or you have been given permission to leave your station.

•Speak in a clear voice and use proper call control to obtain complete messages and orders.

•Follow instructions precisely as detailed in the client Mastercard, Locate and If fields.

•Put the required action on emergency messages to assure that the client is contacted within the required time period.

•Follow up on messages when an Action reminder prompts you to do so. Follow up includes dispatching calls via pager or telephone number, documenting action taken and completing the message according to the client Mastercard.

•Give messages to clients who call in and take information on temporary changes such as who to call and/or the location of the client for a brief period.

•Advise the Team Leader immediately of a client complaint. If a Team Leader is not available, document the concern on the customer service account and assure the caller that someone from management will return the call.

•Understand that all client information is confidential therefore give no information to anyone other than the client.

•Upon request fax or email client messages.

•Understand that absolutely no personal telephone calls are to be made or received while working on the StarTel System. Personal telephone calls are to be made or taken while on break or during meal period.
•Keep your work area neat and clean.

•Immediately report any system problems encountered to the Team Leader or Manager. In the absence of a Team Leader or Manager report technical problems such as losing calls, slow functioning or the system is unable to bring up information on the monitor, etc. to the On Call person.

•Maintain current knowledge of the StarTel System by reviewing all account information, checking for personal messages or company wide messages on your account and/or referring to the QTAS Training Manual.

•Perform other duties as assigned.
REQUIREMENTS
Basic computer skills
Previous telephone or customer service experience
Interest in helping others



Knowledge, Skills & Abilities Required:

•Ability to read, write and speak in English at a level normally attained upon successful completion of a high school education or equivalent.

•Ability to type a minimum of 30 wpm.

•Ability to take and type accurate messages and to follow specific written instructions.

•Knowledge of all operator required functions of the StarTel System and ability to function at a satisfactory level following 1 month of on the job training.

•Ability to maintain self-control when speaking with excited and/or irate individuals.

•Ability to take command of the call so the information can be taken and saved or dispatched quickly and efficiently.


Working Conditions:

•Mostly sedentary work in office with normal heat, light and noise.

•Some mental fatigue, during heavy traffic times.

•Some visual fatigue, reading the computer monitor.



Reporting Relationships:

•Reports directly to the Team Leader and to the Call Center Manager, and indirectly to the General Manager and/or to the Director of Operations, in that order, if other supervision is not available.

•Supervises no subordinates.

•Internal contacts include other Operations personnel and may also include administrative and management staff.

•External contacts include QTAS vendors, clients and their callers.


Fair Labor Standards Act Status: Non-Exempt
Requirements:




Key words: customer support, customer care, call center