Customer Care Representative - Lehigh

About the role

The Customer Care Representative will professionally interact with customers to provide superior service and support as a 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: Monday - Friday, 9:00 AM - 6:00 PM EST

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 a designated time frame.
• 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 (2) to four (4) years of related experience and/or training; or equivalent combination of education and experience.
• One (1) to two (2) years of call center experience.
• Intermediate skill level in Microsoft applications including Word, Excel, PowerPoint, and Outlook; strong experience using web-based service and/or ecommerce tools.
• Strong oral and written communication and telephone skills.
• Strong organizational skills with the ability to multitask and work in a fast-paced environment.