Miska Trailer Factory

Position: Virtual Call Agent

Shift: Monday to Friday from 10 am to 3:00 pm

Are you looking to work in a well-established organization that is a recognized leader in the utility trailer manufacturing industry? Miska Trailer Factory, which was established in 1994 is currently looking for Virtual Call Agent who is hoping to find a job opportunity where they can grow alongside our booming business which hit record breaking milestones in 2020, 2021 & 2022! At Miska, we pride ourselves on our commitment to secure employment, guaranteed hours, no layoffs, our green initiatives, and valuing our employees.

Job Purpose

The Virtual Call Agent serves as a first point of contact for customers and prospective customers contacting Miska Trailer Factory by telephone. The primary responsibility of this position is to professionally receive incoming calls, identify the nature of the customer's inquiry, accurately capture relevant customer and lead information in the CRM, and ensure the inquiry is directed to the appropriate personnel. Where appropriate, the Virtual Call Agent will route qualified sales inquiries to an Inside Sales Representative for further assistance. The role is intended to ensure that incoming opportunities are captured accurately, customers receive prompt and professional service, and sales leads are not missed or unnecessarily delayed.

Duties and Responsibilities

· Answer incoming customer and prospective customer calls in a friendly, professional, and timely manner.

· Determine the purpose of each call by asking appropriate questions and actively listening to the caller.

· Collect and accurately record relevant customer information, including name, contact information, reason for calling, trailer/product interest, and other required details.

· Create, update, and route customer inquiries and leads through the company's CRM system.

· Determine whether an inquiry can be appropriately recorded and routed through the CRM or requires direct assistance from an Inside Sales Representative.

· Transfer or route qualified sales calls to the appropriate Inside Sales Representative when required.





· Ensure leads and customer inquiries are assigned to the appropriate person or department according to established procedures.

· Provide customers with basic information regarding Miska Trailer Factory, its products, services, locations, and sales process where appropriate.

· Avoid providing technical, pricing, financing, or other information outside the scope of the position and refer these inquiries to the appropriate representative.

· Ensure telephone messages contain sufficient information to allow the receiving employee to respond effectively.

· Identify urgent or escalated customer concerns and promptly direct them to the appropriate employee or department.

· Maintain a customer-focused approach and ensure callers receive courteous and professional service.

· Protect confidential customer and company information.

· Communicate effectively with Inside Sales Representatives and other departments regarding customer inquiries and lead routing.

· Follow established call-handling, CRM, lead-routing, and escalation procedures.

· Perform other related customer service and sales-support duties as required.

Experience and Qualifications

· High School diploma or equivalent.

· Previous experience in a call centre, customer service, receptionist or telephone-based customer service role is preferred.

· Experience working with a CRM system is an asset.

· Comfortable using telephone/VOIP systems and computer-based applications.

· Strong verbal communication and active-listening skills.

· Ability to communicate clearly and professionally with customers.

· Strong data-entry skills with a high level of accuracy.

· Ability to learn Miska Trailer Factory's products and services sufficiently to appropriately categorize and route customer inquiries.

· Ability to manage multiple calls,



inquiries, and follow-up tasks in a fast-paced environment.

Core Competencies

· Customer Service - Maintains a professional, courteous, and helpful approach when communicating with customers and prospective customers.

· Communication Skills - Communicates clearly, listens carefully, and asks appropriate questions to understand the customer's needs.

· Attention to Detail - Accurately records customer information and ensures leads and inquiries are correctly entered and routed through the CRM.

· Judgment - Recognizes when a call should be entered into the CRM, transferred to an Inside Sales Representative, escalated, or directed to another department.

· Organization and Time Management - Effectively manages incoming calls and customer information while ensuring inquiries are processed promptly.

· Teamwork - Works collaboratively with Inside Sales Representatives and other departments to ensure a smooth customer experience.

· Problem Solving - Identifies the appropriate next step for customer inquiries and resolves straightforward call-routing issues efficiently.

Working Conditions and Physical Requirements

· Ability to sit for extended periods while working at a computer.

· Frequent use of telephone or VOIP communication systems.

· Regular use of CRM and other computer-based systems.

· Ability to perform repetitive data-entry tasks.

· Ability to maintain concentration and professionalism while handling multiple customer interactions throughout the workday.

Equal Opportunity and Accommodation

Miska Trailer Factory is an equal opportunity employer and is committed to fostering an inclusive, accessible environment where all employees and customers feel valued, respected, and supported. If you require any type of accommodation, please let the hiring manager know, and we will work with you to meet your needs.

Pay: $19.00-$21.50 per hour

Expected hours: 25.0 per week

Advantages:

- Company events
- On-site parking
- Work from home

Experience:

- Administrative: 2 years (required)
- Customer service: 2 years (required)

Work Location: Remote

📌 Virtual Call Agent (Canada)
🏢 Miska Trailers
📍 Canada