Pro Solutions Center Representative

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Role Description

The Pro Solution Center Representative II is primarily responsible for generating quotes, orders, and processing returns of both simple and complex orders, product crossover requests and customer escalations. The Pro Solution Center Representative II collaborates directly with Level I support, Pro Customers, Pro outside sales and store employees to complete work in a timely and accurate manner. To be successful, the Pro Solution Center II Representative must have foundational knowledge of phone and computer systems and common customer service practices.

• Process simple and complex quotes, orders, and returns by various forms of external means such as incoming calls, email, and web chat.
• Informs customers of sales promotions while also suggestive selling product lines.
• Resolves product or service questions while determining the best solution within standard company timelines.
• Partners with shipping, receiving and transportation to troubleshoot issues and communicate to outside sales or external customers accordingly.
• Maintains a positive, empathetic, and professional attitude toward internal and external customers.
• Strives to be the single point of contact for various requests from outside sales including customer quotes, order placement, product sourcing, shipment tracking, and other requests.
• Works within system-based work queue to identify activities ready for review.
• Sends, receives, and responds to questions from Pro Customers, stores and Pro outside sales reps related to quote and order details.
• Adds product and/or promotional information to a quote as well as any additional labor items and associated charges needed.
• Provides feedback to Supervisor regarding the process of stores qualifying customers to help determine gaps in the process.

Qualifications

• 2 years’ experience in a call center, office administration, high volume retail, service support, or similar work environment.
• Experience processing specialty orders.
• Excellent written and oral communication skills.
• Basic math and reading comprehension skills.
• Basic computer skills, including working knowledge of Microsoft Office.
• Ability to problem solve with a positive, can-do attitude.
• Ability to multi-task, prioritize and manage time effectively.
• Ability to stay calm with all customers seeking resolution to a problem by providing support and superior customer service until resolution is met.

Requirements

• Infor Cloud Suite Experience

Benefits

Pay Range: $20.67 – $34.52 per hour. Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page.