OWC Careers

Customer Experience Representative Call Center | Reports to Dyllon Mckinney Position Purpose: The essential purpose of this position is to answer and resolve customer questions, concerns, and issues of sales and customer service nature through phone calls, emails, and live chats while adhering to the Call Center and company policy and procedures. One can expect taking between 30-65 customer contacts a day when focusing on phone support. One can expect taking between 60-90 customer contacts a day when focusing on live chat support. Essential Functions: • Assist customers with presales and customer service requests • Perform “Level 1” hardware/software troubleshooting on products sold through MacSales.com • Issue Return Merchandise Authorizations (RMAs) to customers as needed • Use customer relationship management tool to document customer interactions and reply to customer emails • Follow up on unprocessed customer orders and credits • Stay educated on new and updated policies, products, and procedures by reviewing internal training resources Knowledge and Communication Skills: • Must be able to effectively communicate across the organization • Must be able to work both independently and in a team environment • Excellent typing and computer skills are required • Ability to think critically and outside of the box • Must be able to quickly learn and retain policies and procedures • Must be able to multitask • Must possess excellent time management skills Decision Making Authority: At OWC, Customer Experience Representatives are empowered to make exceptions to company policies as they see fit, however they are expected to present detailed reasoning demonstrating business minded decision making for doing so. Job Type: Full-time Experience: • Customer Service: 3 years (Preferred) Education: • High school or equivalent (Required) Location: • Woodstock, IL 60098 (Required) Language: • English (Required) Work authorization: • United States (Required) Shifts: • Weekdays 11:00AM-8:00PM • *Potential rotating Saturdays This job will require you to pass a background check: • Yes Duties and Responsibilities:
    Knowledge, Skills and Other Abilities: