Customer Care Representative

About the role

Professionally interact with customers to provide superior service and support as the primary agent for all inbound phone calls and company website inquiries. Responsibilities include order entry and tracking, answering email inquiries, and notifying customers of backorders.

Schedule

Training Schedule: Monday – Friday, 8:00 AM - 5:00 PM EST

Work Schedule: Tuesday - Saturday, 8:00 AM - 5:00 PM EST

Pay

Hourly rate of $15/hour plus a $1/hour shift differential.

Responsibilities

• Answer inbound and place outbound calls.
• Handle consumer chats and email correspondences.
• Enter orders as needed.
• Acquire a working knowledge of product lines and suggest alternate selections and upgrades.
• Offer feedback to the E-commerce department regarding consumer experience on company websites.
• Troubleshoot, document, and escalate web issues to the correct technical resource.
• Track problems or complaints to final resolution within designated time frames.
• Provide callers with accurate information or refer requests to the appropriate department.
• Convert call and chat inquiries into sales.
• Process consumer returns as needed.

Requirements

• Associate's degree (A.A.) or equivalent from a two-year college or technical school; or two to four years of related experience and/or training; or an equivalent combination of education and experience.
• One to two years of call center experience.
• Intermediate skill level in Microsoft applications (Word, Excel, PowerPoint, Outlook) and strong experience using web-based service or ecommerce tools.
• Strong oral and written communication and telephone skills.
• Strong organizational skills with the ability to multitask in a fast-paced environment.