Customer Service - Call Center (Onsite Only)

***This is an Onsite Position only***

General Information:

Miedema Companies consists of 8 individual operating entities from multiple locations specializing in asset liquidation through the auction process (live or online) or direct sales; equipment and machinery appraisals; and various other services based on client needs.

Key Aspects:

- Representative for Miedema Companies.

- Assist all coworkers and managers of all departments and companies as requested.

- Contribute to our positive and organized work environment.

Skills or Abilities Required:

- Focus on a task and complete with thoroughness and detail.

- Manage multiple communications channels at once (chat, email, phone, text)

- Demonstrated passion for excellence with respect to treating and caring for customers

- Communicate clearly and professionally, both verbally and in writing

- Field complaints and unpleasant customers with respect

- Experience with Microsoft Office (Excel, Word, Outlook)

- Proficient with Internet Browsers (IE, Google Chrome, Firefox, Edge) and ability to troubleshoot mobile device settings

- Punctual, organized, dependable, high availability and proven attendance

- Work well with co-workers and provide support as needed

- Willingness to work a flexible schedule and occasional overtime when needed, including Saturdays as scheduled

Training will include, but not limited to:

- Use & functionality of our auction site

- Use & functionality of our internal software systems

- Telephone system functionality

- Auction site training for understanding of process of auctions

- Daily task training as applicable

Compensation & Schedule:

- This is a part time hourly position.

- Thursday – Noon – 7PM

- Friday – 830 A – 430 PM

- Rotating Saturdays from 9AM- Noon (currently every 5th Saturday)

- Schedule is subject to change (with notice) as needed to accommodate proper coverage

Responsibilities will include, but are not limited to:

- Customer Service: (call center)

- Active participation in customer service center call queues

- Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly

- Efficiently gather the reason customer needs assistance (listen)

- Educate the customer when applicable to help them be self-sufficient

- Document conversations and actions taken

- Provide quality service and support in a variety of areas through multiple channels of communication (phone, chat, email, text) including but not limited to registering & accessing accounts, placing bids, processing payments, scheduling pickup, mobile device connections, and general information regarding our auction site & services.

- Maintain a balance between company policy and customer benefit in decision making.

- Connect the customer to the best source of resolution based on their needs

- Submit support requests forms to various departments as needed to resolve situation (in place of transferring calls)

- Place outbound calls to follow up on payment and pickup of items won on auction

- Documentation of all actions with customers

- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience

- Assist all co-workers as requested

- Job description is subject to change as needs arise, tasks may be added or reassigned