10 days old

Call Center Representative

Shaw Development, LLC
Bonita Springs, FL 34135

Job Title: Call Center Representative (CCR)


FLSA: Non-Exempt


Reports To: Executive Administrative Assistant III


Job Category (EEO Description): Administrative Support Workers


Job Code (EEO Code): 5


Job Family: Administrative Support


SUMMARY: In a call center environment, the Call Center Representative will be responsible for inbound customer and vendor calls and emails.  Following a standard process, the CCR will utilize an automated ticket process and will assign the customer or vendor to the appropriate team member and track responses and progress accordingly creating a center of excellence for all parties involved.   The CCR will embrace and execute the Company core values and actively supports the Companys vision and goals.  


ESSENTIAL DUTIES AND RESPONSIBILITIES: Includes the following; other duties will be assigned in a progressive manner.

Quickly creates quality customer and vendor relationships by adhering to standards and guidelines for the call center.

Possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone or in an email.

Accountable for obtaining customer / vendor information by answering telephone calls, verifying information and logging a ticket for the appropriate in-house response.

Informs customers and vendors of the call center procedures and center of excellence focus.

Owns the ticket from start to finish, reporting out successes and concerns through the ticket life cycle.

Required to consistently demonstrate excellent listening skills and the ability to ask qualifying questions to understand concerns to correctly assign the ticket.

Consistent demonstration of strong interpersonal, written, and oral communication skills.

A strong work ethic and self-starter attitude is required in addition to effectively managing multiple priorities.

Ability to quickly learn and navigate basic computer programs.

Demonstrate fast and effective typing skills.

Responsible for quickly adapting to change within a fast-paced business environment.


SUPERVISORY SKILLS: This position has no supervisory responsibilities; however, all team members are expected to self-supervise to ensure the Companies Continuous Improvement philosophy and Core Values are maintained.


QUALITY RESPONSIBILITIES: In daily work, a team member is responsible to maintain or exceed the degree of excellence requested by the internal and external customers of this department. This includes following established policies, following ISO 9001 & 14001 policies, business practices, and work instructions, using problem solving techniques to solve root causes of problems, and viewing quality as customer satisfaction. Shaw Development expects all team members to take pride in their work, in our company and appearance.


QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Strategic Skills:

Functional and technical skills

Learning on the fly

Problem solving

Operating Skills:


Time management

Managing through systems


Standing alone

  Energy and Drive:

Action oriented

Drive for results

Organizational Positioning Skills:

Written communication

Comfort around higher management

Personal and Interpersonal Skills:


Ethics and values

Integrity and trust

Understanding others (groups)


EDUCATION AND/OR EXPERIENCE:  Experience in field/ related field, and/or a combination of education and experience.


CERTIFICATES, LICENSES, REGISTRATIONS: None required for this position.


PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel. The employee frequently is required to stand, walk, sit, and talk or hear. The employee is frequently required to use hands and fingers to write, operate a computer keyboard, mouse, and telephone keypad. The employee must frequently lift and/or move to 25 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.


WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The performance of this position may occasionally require exposure to the manufacturing areas where under certain areas require the use of personal protective equipment such as safety glasses with side shields and hearing protection.  For the most part ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.


Equal Opportunity Employer M/F/Disability/Veterans



Posted: 2022-05-17 Expires: 2022-06-16

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Call Center Representative

Shaw Development, LLC
Bonita Springs, FL 34135

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