Job Description

Located in Gulf Breeze, FL

General Responsibilities:

The Process Support Representative performs the essential non-selling tasks related to various marketing-oriented processes within the company.

Specific Responsibilities:

• Resolving orders from the Ecommerce website that go into Fallout queues for various reasons.
• Answering incoming chat sessions initiated by customers with questions about ordering, services, policies, etc.
• Screening through potential sales leads for serviceability, eligibility, and more before handing off to a sales person to close the sale.
• Answering inbound calls from internal employees out in the field or in other departments and performing the requested tasks in the billing system on their behalf.
• Placing outbound calls to existing customers to survey their customer experience, escalating any identified issues as appropriate.
• Placing outbound calls to customers whose installation was not completed or has yet to be scheduled in order to obtain a final resolution
• Quality control and/or audits of orders placed, such as online Ecommerce orders, and resolving any issues identified.

• High School Degree required
• Ability to utilize a PC with several different applications simultaneously
• Effective communication skills, both written and verbal
• Adaptable to new work methods and mixtures of daily workload
• Effective listening skills with high level of empathy.
• Effective verbal communication skills, including grammar and tone.
• Strong ability to ask relevant questions to identify customer needs/concerns.
• Self-motivator - upbeat and with a high energy level.
• Strong work ethic; team-oriented attitude.