Customer Engagement Specialist - eCommerce - Remote US TP85443

This position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. At this time, the employer can only offer employment to individuals located in the following states: AL, AR, AZ, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NJ, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY.

Pay: $15.50-16 per hour

About the Role

Customer Engagement Specialists are required to use excellent decision making and innovation to resolve issues and respond to consumer concerns while adhering to company and departmental guidelines. The position is responsible for resolving high-level consumer issues in a fast-paced environment.

Responsibilities

• Resolve complex consumer issues and advise first-level representatives on high-level issues involving agronomics, products, and procedures
• Negotiate, follow up timely, ensure quality assurance, and provide personal attention to all concerns to ensure consumer satisfaction
• Quickly assess situations and take appropriate action according to brand and company guidelines
• Professionally represent the consumer services team with brand partners to drive change through the voice of consumers
• Accurately document and report on consumer interactions
• Engage in consumer communication through calls, live chat, or email to answer questions, solve problems, and troubleshoot
• Assist consumers in eCommerce transactions and processing payments
• Respond to social media posts

Requirements

• High School Graduate or GED
• Over 18 years of age
• Ability to type 25 wpm
• Comfort with desktop computer systems and ability to navigate Windows operating systems
• Dedicated workspace located near your router to support a hardwired Ethernet connection (minimum 15 Mbps download/10 Mbps upload, ISP under 50ms). Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P, or VPN
• Proof of internet speed required

Qualifications

• 2+ years’ experience in a consumer-facing role preferred
• Experience with utilizing multiple tools and emerging technology, Google Suite experience preferred
• Call center, voice, chat, and email communication experience preferred
• eCommerce experience
• Able to work independently
• Strong technical aptitude for new technologies
• 6 months of customer service experience preferred

Skills

• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals
• Communication: Outstanding communication, listening, and analytical skills
• Organizational Skills: Strong organizational and problem-solving skills
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience

Benefits

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k, and more)
• Paid Time Off
• Employee wellness and engagement programs