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Call Center Representative

Adopt A Highway

Call Center Representative

Costa Mesa, CA
Full Time
Paid
  • Responsibilities

    Job Description

    SECTION 1 – ABOUT US

    Adopt A Highway Maintenance Corporation® (AHMC) has provided outdoor sponsorship opportunities for businesses large and small for 30 years.

    With our headquarters in Costa Mesa, CA our organization is powered by a "can-do" group of individuals who have been managing the day-to-day operations of the Adopt A Highway® / Sponsor A Highway® operates in 23 different states across the nation.

    It is with our combined knowledge, experience, and work ethic that we excel in providing businesses and transportation partners with the highest level of customer service when implementing new, as well as, maintaining established sponsorship programs.

    Through innovation, our story motivates businesses to join in unique environmental marketing opportunities by supporting their customers and the communities in which they live.

    Our dedication to our clients ensures they are recognized as responsible corporate citizens because they support the beautification needs of our communities across the nation.

    SECTION 2 – POSITION SUMMARY

    Working from our Costa Mesa, California office,the AHMC Call Center Representative (CCR) will be responsible for business to business calling, setting appointments and/or transferring calls to assigned account managers for related AHMC products and services offered. Cold calling leads and setting appointments from lists provided daily in web-based Customer Relationship Management (CRM) system and/or other lead resources provided by AHMC.

    English level: Can clearly read, write and speak English while performing required work duties.

    SECTION 3 – COMPETENCY PROFILE

    • Minimum of two years related experience
    • Excellent telephone presentation skills
    • Excellent customer service skills
    • Excellent verbal and written communication skills (telephone and email)
    • Proficient on Microsoft Office
    • Commitment to excellence and high standards
    • Ability to work independently and as a team for various account managers
    • Ability to understand and follow written and verbal instructions
    • Acute attention to detail
    • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
    • Friendly and pleasant demeanor
    • Data entry skills
    • Typing and word processing skills
    • Active listening skills
    • Problem solving skills
    • Places sales calls to prospective customers; offers explanation of service/product
    • Places sales calls to current and prospective customers to offer promotions and new or upgraded products/services
    • Encourages customers to buy products/services/upgrades; receives, records, and routes customer requests to appropriate account managers
    • Contacts customers when necessary to follow-up on customer satisfaction issues or solicit further sales
    • Documents all contacts, actions, and responses in customer database
    • Organizes and maintains file system; files correspondence and other records
    • Maintains working knowledge of products and/or services
    • Prepares reports and correspondence as needed
    • Performs other related duties as assigned by management
    • Answer inquiries by clarifying desired information by researching, locating, and providing information
    • Fulfills requests by clarifying desired information and forwarding requests to assigned account manager
    • Sells additional services by recognizing opportunities to up-sell accounts and explains new features when needed and forwards calls or information to assigned account manager
    • Maintains call center database by entering required information
    • Keeps equipment operational by following established procedures, and reporting malfunctions

    SECTION 4 – DUTIES AND RESPONSIBILITIES

    • PROBLEM SOLVING--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
    • TECHNICAL SKILLS--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
    • CUSTOMER SERVICE--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
    • INTERPERSONAL SKILLS--Focuses on solving conflict, not Account Managing; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
    • ORAL COMMUNICATION--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
    • WRITTEN COMMUNICATION--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
    • CALL CENTER MANAGEMENT--Balances account manager and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive spirit.
    • ETHICS--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
    • ORGANIZATIONAL SUPPORT--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
    • STRATEGICTHINKING--Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
    • JUDGMENT--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
    • MOTIVATION--Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
    • PLANNING/ORGANIZING--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources.
    • QUANTITY--Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
    • ATTENDANCE/PUNCTUALITY--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
    • INNOVATION--Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
    • PROFESSIONALISM--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
    • QUALITY--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
    • DEPENDABILITY--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.

    SECTION 5 – PERKS & BENEFITS

    • Modern office designed to inspire creativity and fun
    • Casual Dress Code
    • Food / Drinks Provided Daily
    • Health, Dental, & Vision Insurance
    • Group & Vol Life Insurance (AHMC pays for 25k of Life & AD&D for each FT Employee)
    • 401k Plan with Employer Match of 25% for every dollar deferred
    • United Pet Care Benefits
    • A company with a track record of success and growth
    • Small company environment with deep and interesting challenges
    • Professional growth opportunities
    • We have fun!!

    SECTION 6 – PHYSICAL DEMANDS

    • Occasionally required to stand
    • Occasionally required to walk
    • Continually required to sit
    • Continually required to utilize hand and finger dexterity
    • Occasionally required to balance, bend, stoop, kneel
    • Continually required to talk or hear
    • Continually utilize visual acuity to operate equipment, read information, and/or use a keyboard
    • Occasionally required to lift/push/carry items less than 25 pounds
    • This is an open concept office and with that the noise level can sometimes be above average.

    SECTION 7 – EEO STATEMENT

    • Adopt A Highway is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.