Call Center Representative

Position: Seasonal Customer Service Agent
Department: Customer Service
Employment Type: Seasonal/Temporary
Reports To: Customer Service Leadership

Position Summary

The Seasonal Customer Service Agent provides exceptional customer service during
the company’s peak season. Agents may support customers through inbound phone
calls, live chat, email, and mail-order processing, depending on business needs and
assigned responsibilities.
The ideal candidate is dependable, professional, customer-focused, comfortable
working in a fast-paced environment, and able to quickly learn about company products,
systems, and procedures.

Key Responsibilities

Inbound Calling

- Answer inbound customer calls promptly and professionally.
- Assist customers with product questions, orders, payments, shipping, and general inquiries.
- Enter and update customer orders accurately.
- Resolve customer concerns while following company policies.
- Identify opportunities to recommend additional products when appropriate.
- Document customer interactions accurately.

Chat Support

- Respond to customer inquiries through live chat in a timely and professional manner.
- Manage multiple chat conversations while maintaining accuracy and quality.

- Assist with orders, product information, account questions, and general customer service needs.
- Escalate issues that require leadership assistance.

Email Support

- Respond to customer emails accurately and professionally.
- Research customer questions and provide appropriate resolutions.
- Process order-related requests and updates.
- Maintain appropriate response times and communication standards.

Mail Order Processing

- Accurately enter orders received through the mail into the appropriate system.
- Verify customer information, products, quantities, pricing, payment information, and shipping details.
- Identify missing or unclear information and follow established procedures for resolution.
- Maintain confidentiality and accuracy when handling customer information and payments.

Customer Service Expectations

- Provide friendly, professional, and knowledgeable service on every interaction.
- Maintain a positive attitude, especially during high-volume periods.
- Meet established productivity, quality, attendance, and customer service expectations.
- Follow all company policies, procedures, and security requirements.
- Protect customer and company information.

- Work effectively as part of a team and assist other departments when needed.

Qualifications

- Previous customer service, call center, retail, or order-entry experience preferred.
- Strong verbal and written communication skills.
- Basic computer skills and ability to learn multiple software systems.
- Strong attention to detail and accuracy.
- Ability to multitask and work efficiently in a fast-paced environment.
- Ability to remain calm and professional when handling difficult customer situations.
- Reliable attendance and punctuality are essential.

Seasonal Position Requirements

Because this position supports the company’s peak season, employees must be
prepared for increased customer volume, extended operating hours, weekends, and
holidays as scheduled. Flexibility and reliable attendance are especially important
during peak periods.

Performance Measures

Seasonal Customer Service Agents may be evaluated on:

- Customer service quality
- Call/chat/email response times
- Order-entry accuracy
- Productivity
- Attendance and schedule adherence

- Customer satisfaction
- Ability to follow procedures
- Teamwork and professionalism