Description
Location: Toledo, OH
Work Type: Hybrid Schedule: In Office: Tuesday, Wednesday, and Thursdays - After training
Required to attend ~ 4-week instructor led training Monday through Friday in the office.
Shift: Full-time hours are normally 40 hours per week. Must be able to work between 8am – 6pm, no exceptions
Pay: $20/hr.
Duration: 5-month contract
Interview: (Must have access to internet and email)
- 1st - Prescreen Video/ Phone Screen
- 2nd - Panel Video interview
- Spanish will be test by a Spanish speaker during interview through questions.
** Mexican and Puerto Rican Spanish dialects work really well in this role. Candidate must have some type of customer service experience.
Candidates should have the following skills and education:
- High School Diploma or equivalent
- Bilingual (English and Spanish)
- Prior customer facing role or call center experience desired
- Customer and team focused
- Excellent verbal and written communication skills
- Able to work in multiple internet-based systems
**Position will answer emails, chats and calls from 1-800-GET PINK (Roofing, and General Services)
Position Specifics: This is a full-time position (approximately 8 hours a day) between the hours of 8am-6pm, Monday through Friday. Opportunities exist to work overtime based on business need. Schedules will fluctuate within this time frame based on business demand. Qualified candidates must be flexible and available to work slightly varied schedules.
This role operates as a hybrid schedule. The expectations are Tuesday, Wednesday and Thursdays will be in the office and Monday and Friday are remote. Must have reliable internet and Owens Corning will supply equipment to complete successful work from home environment.
PURPOSE OF THE JOB
The call center agent is the first point of contact to address direct and indirect customer inquiries, regarding Owens Corning's products and services. The Agent is responsible for ensuring that all questions are handled in a professional and mutually beneficial manner and in accordance with Owens Corning's standards.
JOB RESPONSIBILITIES
- Provide quality service to internal and external customers.
- Handle incoming customer calls, emails and web inquiries regarding Owens Corning's products and warranties
- Ensure a timely and professional response
- Enter all relevant information regarding inquiries into Owens Corning's system
- Provide detailed step-by-step instructions to customers concerning website navigation and browsing, warranty claim or claim status, and/or product information
- Advise customers on newly available products and programs to promote the OC brand and drive overall sales
- Follow up with customers as requested
Metrics:
- Call quality score
- Customer feedback
- Information accuracy
- Adherence to schedule
- Attendance
JOB REQUIREMENTS
MINIMUM QUALIFICATIONS:
- High School diploma or equivalent (Associates or Bachelors Degree preferred)
- At least one year work experience in a customer facing environment
EXPERIENCE:
- Building materials experience desirable
- 1-3 years prior customer service experience
- Prior experience working in a team environment
- Demonstrated ability to work independently
KNOWLEDGE, SKILLS & ABILITIES:
- Strong oral and written communication skills
- Proficient typing skills
- General business acumen
- Proficient working knowledge of the MS Office Suite including Outlook, Word, and Excel
- Capable of quickly and accurately identifying customer needs, solving problems systematically, using sound business judgment, and following through on commitments
- Strong team building, customer service, planning and organizing skills
- High attention to detail with the ability to handle multiple priorities
- Ability to excel in a fast paced and ever-changing work environment
- Ensures personal accountability
- Quickly learns and adapts to change
- Inquisitive and curious
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
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