Our customers love us and so will you! Rockler is a family owned business that helps woodworkers and do-it-yourselfer create amazing products out of wood through innovative products, education and advice

This position serves as a liaison between Call Center Supervisor and the call center associates. Duties can include but are not limited to: fielding questions from call center associates, handling escalated calls, assisting in call monitoring of agents, assisting with manual updates, ensure proper staffing levels on the phones, while still handling customer calls. This position will require the ability to work a flexible schedule and must be available to work weekends.

Major areas of accountability:

Provide outstanding customer service for each and every customer interaction including:

• Taking orders phone, mail, fax, email, or chat
• Problem solving orders phone, mail, fax, email, or chat
• Answering general questions
• Any other type of customer interaction to phone, mail, fax, email, or chat
• Promote increased sales by offering all phone customers the product specials and other related items.
• Training manual updates and revisions
• Assist in conducting system testing on promotion codes and DAX related projects.
• Assist CS Supervisors with ensuring proper staffing levels in the evening. Monitor call queues on a regular basis and recommend changes if needed. Also, monitor all associates making sure phones are answered promptly, customers are handled well.
• May service as backup Supervisor/Lead and possibly Saturdays may be required
• Actively contribute constructive ideas and input on improvements and may perform other duties as assigned.
• Handle escalated situations and calls.
• Assist with Call Monitoring of agents
• Responsible for securing the building in the evenings.
• Ensure agents are following up on orders that are pending or on hold.
• Other duties as assigned.

Requirements for position:

• Must be able to work a flexible schedule including weekends
• Strong working knowledge of DAX
• High school diploma or Equivalent
• Excellent Customer Service skills
• Good Communications Skills
• Excellent keyboarding skills.
• Ability to remain calm and courteous to internal and external customers in times of stress.
• Ability to keep call focused while promoting specials and add-on products.
• Able to successfully multi-task

Compensation and Benefits:

• Pay rate is determined by experience
• 401k and retirement account with company match when hours worked have been met
• Employee discount
• Competitive benefit package to include medical, dental, vision, life insurance, PTO, paid holidays, float days and various voluntary benefits if eligible