Openings >> Call Center Agent
Call Center Agent
Title:Call Center Agent
Job Type:Full Time
Work Shift:N/A
Call Center Sales Agent
(U.S. Space & Rocket Center Education Foundation)
A. Mission and Scope

The purpose of this position is to professionally and graciously answer all incoming calls, determine the nature of the callers' business needs, and route them to the appropriate persons or areas. Must be able to communicate with the public and employees at all levels of the organization using tact and poise. Efficient skills in multi-tasking and prioritizing duties. May maintain and distribute employee phone lists.

B. Qualifications

Education: Minimum high school diploma or equivalent (GED). Some college education or degree preferred.
Experience: Minimum of 2 years of customer service experience. Must be able to handle a high stress environment with a consistently pleasant attitude.
Computer Experience: Knowledge of standard PC computers and Windows based operating systems; including Microsoft Office, calendar scheduling, internet research, and other required software applications on personal computer.

C. Physical Requirements of the Position

This position has the following special requirements:
Walking and climbing (stairs) to access other departments, buildings, and to travel.
Sitting for long periods of time (4-6 hours) developing proposals, corresponding with donors, and handling other documents.
Standing for short periods of time (2-4 hours) conducting presentations to potential donors, agencies, individuals, and officials.
Carrying and lifting supplies and equipment up to 30lbs waist high.
Bending, kneeling, and reaching to experience all areas of the USSRC and to conduct tours.
Sight, reading, wrist movement, and feeling to operate computer terminal, handle documents, operate automobile for travel, and interact with donors.
Talking and Hearing to communicate with supervisors, co-workers, and donors in person and over the telephone.
This position involves working in a climate controlled office environment. This position will require frequent airline and automobile travel in various weather conditions. This position deals extensively with individuals and organizations on behalf of the USSRC and the Foundation. This position deals with employees who interact with assigned area of responsibility.

D. General Requirements

Willingness to be open to learning and growing
Ability to work Thursday through Monday
Interpersonal skills to work as an integral part of a team
Appropriate interpersonal/personal boundaries
Maturity of judgment and behavior
Accepts full responsibility of their actions and how these may affect others
Adherence and participation in the Center’s Safety Program

E. Professional Standards

Understands and follows all policies & procedures
Maintains high standards for work areas and appearance, presents self in a highly professional manner to others and understands that honesty & ethics are essential
Ensures that excellent customer service is maintained with each customer
Maintains a positive attitude toward the position, the company and co-workers
Appreciates that promptness and attendance at work is apart of sustaining a professional relationship with the company

F. Teamwork Standards

Takes an interest and initiative in the development of the Department’s team
Maintains pleasant and professional relationship with co-workers & assists as needed
Remains positive about the team and facilitates an optimistic approach to resolution of issues
Maintains productive, effective and professional relationships with all departments

H. Position Duties

Call Center:
Respond to, and whenever possible, resolve customer questions and complaints promptly and in a manner, that reflects the Mission, Vision, and Spirit of the USSRC in a timely, courteous and efficient manner.
Promote courteous customer service; closely monitor and ensure that customer hold time and abandonment rate is kept in an acceptable range and as needed answer 800-line promptly to ensure excellent customer care at all times.
Ensure that all reservations received by mail or fax as well as all adjustment forms for cancellations, refunds, transfers, add-ons, decamped bookings for individual trainees, etc., are processed in an expedient manner.
Ensure that all trainees confirmations and information is emailed and/or mailed in a timely manner.
Meet or exceed the expectation of the Assitant Director of Sales for the timely and accurate completion of related tasks and assignments.
Other Sales duties:
Coordinates with Groups Sales Corrdinators on clients who need updates and completion on registration, fomrs, and payments of their groups.
Monitors and proactivily monitors Individual camper’s missing health form, scuba forms, and transportation forms.
Ensure that missing forms are completed, missing fees collected and entered into the computer and forwarded to Camp operations in timely manner that meets deadlines.
Responds to customers on the sales lead list utilizing electronic and traditional means of providing information about the Center and its programs.
Meet or exceed the expectations of the Sales Manager, Assistant Director of Sales, and Director of Sales for the accurate and timely completion of related tasks and assignments.
The above duties reflect the general responsibilities necessary to describe the principal work functions of the job, and shall not be considered as a detailed description of all work requirements that may be in the position.
Employee is responsible for working in a safe manner and keeping his/her workplace safe.
This opening is closed and is no longer accepting applications
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