Customer Service Agent

Job Title: Customer Service / Dispatcher

Place of Performance: Denver Logistics Center, West Pleasant View, Colorado

Duties:

• Place phone order(s) received from Veterans during inbound calls, which may result in multiple transactions per call. 
• Process, track, and place order(s) using Outlook email, scanner technology, and DLC software (Remote Order Entry System).
• Respond to emails using Outlook email.
• Evaluate orders for accuracy and timeliness by verifying shipment tracking.
• Gather information from Customers necessary and sufficient to place accurate orders.
• Conduct courteous and professional telephone interviews that address Customers’ issues and/or questions.
• Proficiently navigate Vendor Websites to locate manufacturer specific information, product guides, manuals, and instruction.
• Process credit card payments for charges made.
• Provide assistance to customers by guiding them through the Remote Order Entry System (ROES) software program screens.
• Provide instructions and/or guidance on technical or administrative matters, including ordering procedures, ROES loop processing, problem resolution, and other aspects as needed.

Requirement:   

• Agents shall have a high school diploma or equivalent.

• Agents shall have a minimum of six (6) months of experience and knowledge of customer service practices and principles

• Agents shall have the ability to effectively listen and communicate verbally with people on the telephone.

• Agents shall have a thorough knowledge of English grammar, spelling, and punctuation to compose written material, including any correspondence with Veterans