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Customer Service Call Center - Grand Rapids, MI

Quick Facts
Company Name:Michigan Office Solutions
Location:Grand Rapids, MI
Employment Type:Full Time
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Primary Objective/Scope:  Within the Customer Care Center, the Customer Care Advocate (CCA) will be on the front lines of Customer Service for MOS. The CCA will handle all incoming calls from MOS customers and Service Techs by taking supply orders, closing calls and ensuring calls are properly handled and documented within the allowed time periods. Ensure a constant focus on maintaining all aspects of quality customer service within the job duties. 

All CCAs are expected to meet or exceed these expectations.  Job performance will be measured against these expectations.

         Maintain monthly average of:

o    2 closes per day

o    60 supply orders per day

o    70 incoming calls per day

         When a Tech requests a call to be "phone cleared or deleted" move call back to Help Desk with request type in Remarks and update the Notes

         Manage own daily board (0B) to ensure calls are not on the boards for longer than 1 hour. If call reaches 1 hour, send to a Tech for estimated time

         Enter accurate start and ends time for each phone fix completed along with a complete description of the solution

         Consistently scan Tech boards (avoid screen) throughout the day for possible closes

         Reply to all emails related to general Customer Care functions such as ETA's, service calls, supply orders, etc. in a timely manner, in which you are personally involved with or have knowledge/details related to the email

         Maintain data integrity

         Provide both internal and external customers with excellent service

         Maintain a professional appearance, attitude and working environment at all times

         Follow daily schedule and adhere to scheduled lunch and break times, unless asked otherwise

         Maintain accurate and up-to-date entries in TimeSaver

         Routinely demonstrates and creates a helpful and positive work culture

         Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and vendors

         Conducts self at all times as the public image of the company in accordance with MOS's code of conduct

Required Skills:

         High school diploma or GED required; any additional formalized training will be considered a plus

         One to three years of experience working in a customer call center preferred  

         Strong oral and written communication skills

         Proven attention to detail by accurately recording and processing phone/email requests within a fast-paced environment

         Strong oral and written communication skills

         Must be a self-motivated individual with a willingness to work well with others on a regular basis  

         Daily attendance is very important due to the critical nature of this support role.

         Maintain a high level of professionalism within the company and with customer interactions

         Excellent organizational, time-management and customer service skills