Customer Care Representative

Position Summary

Customer Care Representatives provide high touch customer service for our Helzberg customers. They assist customers with sales, provide product information to shoppers, resolve purchase issues, and research questions. They interact with many departments within the corporate office as well as with our Store Managers, Regional Managers, and of course our customers to resolve difficult situations.

Principal Accountabilities

• Assisting customers with their online purchases via phone, chat, email, on camera video assistance, and social media.
• Assistance includes helping customers promote products, make appropriate sales offers and finalize sales, make informed buying decisions, and follow-up on customer questions.
• Assisting customers with concerns originating at the store, or through a visit to Helzberg.com.
• Listening to the customer's issue and entering customer data into the case management system.
• Contacting the stores to acquire specific case details and conduct research with other departments in the Store Support Center (SSC).
• Consulting with SSC management to determine the best solution for customers that stays within company guidelines.
• Responding to customer requests for information and assistance by way of telephone, chat, video, email, and written letter.
• Informing customers about products, services, policies and procedures.
• Assuming responsibility for additional projects or responsibilities as assigned to support the Customer Care Department.

Qualifications

• Associate's degree in Retail Management or Business Administration preferred.
• One to three years of experience in customer service required.
• Equivalent combination of education and experience will be considered.
• Experience in a retail store environment preferred.
• Sales experience is preferred, but not necessary.
• Customer service orientation, strong communication skills, and the ability to use desktop software (Outlook, Excel, Word) required.
• Must be comfortable on camera & display a knack for having fun conversations in a social media environment.
• Must be comfortable with technology.
• Must also have the ability to demonstrate problem-solving skills and resolve customer conflict.

Supervisory Responsibilities

The incumbent does not have any direct reports.

Competencies

• Customer Service Orientation
• Responsiveness
• Integrity
• Teamwork and Cooperation