Inbound Call Center Representative

Role
AudioCityUSA is hiring an Inbound Call Center Representative to manage incoming phone calls and ensure customers reach the correct department quickly. The position requires strong communication skills, good judgment, and the ability to handle a high volume of calls efficiently. The representative will answer general questions about orders, tracking, and basic product information, and route customers to Sales, Customer Service, or Claims as needed.

Hours

• 8 am - 5 pm PT
• This role requires the Inbound Call Center Representative to work out of our Santa Fe Springs, CA office a minimum of 5 days a week, with Monday-Saturday availability preferred.

Responsibilities

• Answer and direct incoming calls to the appropriate department or individual

• Ask qualifying questions to determine the correct department (Sales, Customer Service, or Claims)

• Provide quick answers to common inquiries, including order status, tracking, and simple support issues.

• Transfer calls with context to reduce unnecessary handoffs

• Monitor call queues and ensure customers are not left on hold for long periods

• Record notes or call details in HubSpot when necessary

• Support the Sales and Customer Service teams during peak call periods

• Identify recurring issues in call routing and suggest improvements

Qualifications

• Minimum 2 years of experience in a customer service or call handling position

• Clear and professional phone communication skills

• Strong multitasking and organizational abilities

• Basic knowledge of wheel and tire products preferred

• Experience using CRM software such as HubSpot

• Reliable, detail-oriented, and customer-focused