Call Center Customer Service Support

Handles all inbound customer service calls including tracking shipments, looking up warranty claims for payment questions issuing pickups for product, tracking core credits, create call logs for warranty technicians, and addressing general customer service issues. 

Essential Job Duties and responsibilities include the following. Other duties may be assigned. 

Contact businesses, sales representatives, and/or private individuals by phone. 

Deliver prepared information on products via email/verbal communication, and/or fax 

Obtain customer information. 

Complete records of telephonic interactions, order and accounts. 

Answer calls and respond to emails. 

Handle customer inquiries both telephonically and by email. 

Research required information using available resources. 

Manage and resolve customer complaints. 

Provide customers with product and service information. 

Update existing customer information. 

Identify and escalate priority issues 

Route calls to appropriate resource 

Follow up customer calls when necessary 

Document all call information according to standard operating procedures (P0572001). 

Complete call logs. 

Be familiar with ATK internal Policies, values, employee manual, and ATK Quality Policy. 

Be aware of his/her process/sub-processes and know related procedures. 

Maintain performance indicators in acceptable levels. 

Maintain a safe and clean work environment (control of house keeping record R0164001). 

Performs other clerical duties as needed, such as filing, photocopying, and administrative duties for the Accounting and Warranty departments and tracking shipments. 

Be familiar with ATK’s Code of Safe Practices.