324 Call Center Agent jobs in Mount Dora

• Answer emails and telephone calls from customers and assist them in their needs, such as identifying and interchanging product.
• Enter and maintain sales orders and expedite previous sales orders.
• Accurately quote product to the customer.
• Purchase product directly from the manufacturer.
• Assist and support the outside sales staff, including customer follow-up.
• Identify and document cost savings.
• Capture over-the-counter sales with walk in customers.
• May perform occasional duties in the warehouse, such as shipping and receiving.
• Responsible for other duties as they are assigned.

• High School Diploma or GED required.
• 1 years in a customer service or sales environment preferred.
• Strong Microsoft Outlook and general computer skills.
• Great communication and telephone skills.
• Exceptional math skills.
• Ability to work independently and in a team environment.
• Must be able to lift 50 pounds of product.
• Ability to multitask and prioritize tasks.

• Basic product knowledge of bearings and power transmission products, with emphasis placed on mechanical aptitude.

Job Type

Full-time

Description

As a Customer Support Specialist, your role is ensuring a positive user experience for our members, primarily through customer service. You are the merchant facing problem solver, with respect to issues including general inquiries, basic Stax portal uses, as well as basic transaction and deposit research . Your role is to assist customers with basic technical issues and questions relating to our payment solutions platforms. You will work hand-in-hand with the Customer Support Manager, the Support Team Lead as well as Level 2 and Level 3 Support Agents. Resolving issues will include end-to-end troubleshooting of customers' payment processing infrastructure, which may include third-party systems in addition to Stax systems.

Key Responsibilities & Objectives

• Monitoring incoming call queue and answer an average of 300/mon incoming calls promptly and professionally
• Maintain an average call handle time of 20 minutes
• Handle calls related but not limited to:
  • Login Help
  • Basic Transaction Research
  • Basic Deposit Research
  • General Inquiries
  • Basic StaxPay How To's/Walk Throughs
  • Billing Tickets (Fee Opt Outs)
  • StaxPay Troubleshooting
  • Basic Terminal Troubleshooting
• Maintain KPIs as set forth by support leaders
• Responding to customer support requests in a timely manner
• Diagnose/troubleshoot basic technical issues across hardware and software platforms
• Identify workarounds and resolutions to basic technical issues
• Proactively coordinate troubleshooting efforts across multiple 3rd party vendors in the customer tech stack to provide full end-to-end troubleshooting including systems outside of Stax's control
• Identifying hardware and software solutions
• Maintain high data hygiene on your work in all internal systems
• Provide feedback to help identify trends and potential process improvements or customer experience improvements
• Effectively investigate and diagnose customer problems, including problems involving data and systems of third parties such as back-end processors or banking partners
• May be assigned weekend and evening shifts
• Other duties as assigned

• 2+ years working with customers
• Excellent communication skills, to work within team and customer relations
• Strong customer empathy and the ability to de escalate in emotional situations
• Technical or financial support experience
• Excellent phone etiquette
• Ability to work under pressure in fast-paced environment and prioritize workload
• Comfortable with standard business software (Microsoft Office, Google, etc)
• Solution oriented with the ability to think strategically and creatively in decision making
• Strong work ethic
• Coachable and able to take direction and feedback well, yet being forward thinking to challenge the status quo
• Strong attention to detail
• Bilingual - Fluent in English and Spanish a plus

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve customer issues, providing clear and concise solutions.
• Maintain accurate records of customer interactions and transactions.
• Escalate unresolved issues to senior support staff or relevant departments.
• Provide product and service information to customers.
• Identify and communicate trends in customer inquiries to management.
• Contribute to the development and improvement of support processes and documentation.
• Adhere to company policies and customer service standards.
• Build rapport with customers and foster long-term relationships.
• Participate in team meetings and training sessions to enhance skills and knowledge.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven customer support experience or experience in a similar client-facing role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using customer support software and CRM systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Adept at de-escalating tense situations and handling difficult customers with empathy.
• Detail-oriented with a commitment to accuracy.
• Ability to work independently and as part of a collaborative team.
• Comfortable working both in the office and remotely as per the hybrid schedule.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, providing clear and concise solutions.
• Educate customers on product features, services, and company policies.
• Process orders, returns, and exchanges accurately.
• Document all customer interactions and resolutions in the CRM system.
• Identify and escalate complex issues to appropriate departments for resolution.
• Gather customer feedback and provide insights to improve service quality and product offerings.
• Maintain a high level of product knowledge and stay updated on service changes.
• Contribute to team goals and initiatives to enhance overall customer support effectiveness.
• Follow communication procedures, guidelines, and policies.

• Previous experience in customer service or a related field.
• Excellent communication and active listening skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to remain calm and professional under pressure.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• A passion for helping others and a friendly demeanor.
• Flexibility to work various shifts as needed.