Call Center Admin Agent

Call Center Admin Agent Role Description:

Who is Grill Hero?

What began as a small summer venture has grown into North America’s trusted brand to offer 360-degree grill services. In doing so, Grill Hero enhances their community's ability to have a safe & enjoyable place to create memories and experiences with their friends and families. We are committed to fostering an inclusive, equitable, and barrier-free workplace that celebrates diversity.

The Hero Mission

Our mission is to enhance barbecue health, safety, and performance, helping grillers make the most of every grilling experience.

Thrive

HERO Values

HONESTY EMPATHY RELIABILITY OPENNESS

These values guide our decision-making and have allowed us to build a business based on trust, accountability to results, commitment to improvement, and our focus on Winning Together!

Day in the Life
As a Call Center Admin Representative at Grill Hero, you will be the backbone of our customer service operations, ensuring smooth and efficient administrative support. From managing customer inquiries via email and text to updating account details and processing service requests, your role is vital to delivering a seamless customer experience. You’ll handle quoting, rescheduling, part orders, and case creation with precision and professionalism. This position is ideal for those who excel in organization, thrive on problem-solving, and have a strong commitment to customer satisfaction in a detail-oriented environment.

Live
What We Expect:

Core Responsibilities

• Quote Management:
  • Email and text quotes to customers promptly.
  • Conduct email follow-ups on sent quotes to close the loop.
• Customer Support:
  • Respond to complaints and inquiries professionally and empathetically via email.
  • Resolve customer questions or escalate issues as necessary.
• Database and Case Management:
  • Update and maintain accurate customer information in the system.
  • Create cases for escalations or detailed follow-ups.
• Scheduling:
  • Reschedule appointments as needed based on customer requests.
  • Manage inbound customer service calls related to scheduling or inquiries.

Win
You’re Great At:

• Team-player: Thrives in a collaborative team environment, contributing positively to group success.
• Detail-oriented: Ensures accuracy in handling quotes, updating data, and processing requests.
• Organized: Manages multiple tasks and priorities efficiently.
• Customer-focused: Shows empathy and professionalism in resolving customer issues or complaints.
• Strong Written Communicator: Crafts clear and professional emails and texts.
• Tech-Savvy: Proficient with CRM systems, scheduling tools, and other software used for managing workflows.

Qualifications:

• 1+ year of experience in customer service, sales, or a call center environment.
• Strong verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• High attention to detail to ensure accuracy in data entry and case management.
• Proficiency with CRM systems and administrative tools.

Benefits:

• Performance-based incentives
• Opportunities for career growth
• Be part of a company with an outstanding culture that values teamwork, respect, and a positive work environment, making every day enjoyable and rewarding.