Sales Call Center Specialist Job at Irby Utilities in Jonesboro

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As one of the largest utility distribution organizations in America, we constantly strive to bring our best to our customers, suppliers, and fellow associates. Irby Utilities is uniquely positioned to provide dynamic solutions to essential utility services impacting our local and broader communities.

Job Description

At Irby, we rely on knowledgeable professionals to interact with our valued customers when they have questions or concerns. We’re looking for a highly skilled call center sales representative to join our team, managing a high volume of inbound and outbound calls. The ideal candidate is a quick learner who can memorize scripts and adapt them as needed as issues arise during a call. He or she will be handling a variety of important supportive tasks, providing answers, insights, instruction, and purchase assistance. As the voice of our company, the call center specialist must possess excellent communication and interpersonal skills, and enthusiasm for helping consumers and driving satisfaction.

Job Responsibilities

• Place outbound calls to customers to promote new products and services.
• Ensure call records are properly stored and organized in a call center database.
• Ensure daily shift call quotas and set targets are achieved.
• Conduct research to identify solutions and answers to difficult client issues.
• Make calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engage in active listening with callers, confirm or clarify information, and de-escalate situations involving dissatisfied clients, offering patient assistance and support as needed.
• Build lasting relationships with clients and team members based on trust and reliability.
• Provide periodic reports to management on work activities.
• Oversee the processing and implementation of orders, applications, and forms submitted by customers.
• Monitor trends in customer calls and alert management of suspicious activity.
• Upsell products and services to customers when providing solutions.
• Utilize software, databases, scripts, and tools appropriately.
• Make sales or recommendations for products or services that better fit client needs.
• Participate in training and learning opportunities to expand knowledge.
• Identify and escalate priority issues to management.
• Route inbound calls to appropriate resources.
• Follow up on complex customer calls as needed.
• Complete call notes and reports, updating CRM records.
• Record comments, inquiries, complaints, and actions taken.
• Coordinate with internal departments and manage administrative tasks.
• Leverage knowledge of company products/services.
• Adhere to all company policies and procedures.
• Perform other duties as assigned.

Job Qualifications

• 1-3 years of experience in a call center environment.
• High School Diploma or equivalent; additional education or experience preferred.
• Exceptional customer service, active listening, and communication skills.
• Proficiency with computers, CRM software, and strong typing skills.
• Ability to work collaboratively in a fast-paced environment.
• Strong time management and decision-making skills.
• Adaptability, accountability, and a patient, empathetic attitude.
• Basic or advanced troubleshooting skills depending on the role.

Why work for Irby?

Irby Utilities connects manufacturers to customers in electrical power, natural gas, and broadband services. Our team delivers comprehensive solutions in logistics, sales, project services, data analysis, and more. We value our people and invest in their growth.

Benefits include: 401K, medical/dental/vision plans, paid time off, holidays, on-demand pay, FSA, employee assistance, tuition reimbursement, discounts, disability, and life insurance.

About Irby

Irby is a leading provider for utility marketplaces, with nearly 100 years of experience. We offer innovative products and services across distribution, transmission, renewable energy, fiber/broadband, and gas sectors. Visit irby.com for more information.

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Equal Employment Opportunity Statement

Sonepar is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, age, disability, or other protected categories. We provide reasonable accommodations for individuals with disabilities. Contact us at 843-745-2420 or recruiting@sonepar-us.com.

Pay Transparency Non-Discrimination

Sonepar complies with Executive Order 11246 and related policies. More information can be found here.

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