Full-Time Service Center Assistant

Primary Purpose

We are seeking a dedicated and detail-oriented Service Center Assistant to join our Contact Center team. This role is responsible for managing both inbound and outbound calls related to product recalls.

Key Responsibilities

• Handle Inbound & Outbound Calls: Respond to customer inquiries related to product recalls with professionalism and empathy.
• Communicate Recall Information: Clearly explain recall procedures, timelines, and solutions to customers.
• Document Interactions: Maintain accurate, detailed notes of all customer communications and resolutions.
• Troubleshoot Issues: Guide customers through recall-related concerns and provide next steps or solutions.
• Team Collaboration: Coordinate with cross-functional teams such as Training and Quality Assurance for complex recall issues.
• Ensure Compliance: Follow all company and regulatory guidelines for recall handling and documentation.
• Customer Feedback: Report customer insights and trends to help improve recall processes.
• Confidentiality: Handle sensitive information in compliance with privacy protocols and data security standards.

Qualifications

• High school diploma or GED required.
• Minimum of 1 year of customer service or call center experience preferred.
• Ability to type a minimum of 35 words per minute.
• Must have a cell phone with cellular data for system authentication.

Skills & Competencies

• Strong verbal and written communication skills.
• Proven problem-solving and critical thinking abilities.
• Proficiency in basic computer applications and the ability to navigate multiple systems.
• Solid understanding of Microsoft Office (Word, Excel, Outlook).
• Excellent organizational and interpersonal skills.
• Flexible and adaptable to changing priorities in a fast-paced environment.

Additional Responsibilities

Perform other duties as assigned. Must be flexible to work full-time (8 AM – 5 PM), with possible overtime or weekend shifts.

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