E-Business Customer Care Associate (Non-Remote)

About the Role

Responsible for responding to online order and service activities for e-Business customers. Assist customers with product selection, answer basic questions, and may suggest various product options that are available. Document customer problems and input tickets for resolution. Ensure prompt and proper resolution of customer queries by providing additional information or escalating/engaging others to provide solutions per defined procedures.

Responsibilities

• Responds to routine customer inquiries received via email, chat or other online inquiry channels.
• Assists customers with product selection, answers basic questions, and suggests various product options that are available.
• Provides support for account registration (per customer preference and parameters) and account setup and user ID creation.
• Utilizes a variety of software tools to resolve customer inquiries, conduct order tracking, gather information, and/or attempt troubleshooting and resolution of issues.
• Provides guidance through the online ordering process.
• Represents products to support increased sales to web customers as appropriate.
• Addresses and resolves post-order questions regarding shipping, billing, and delivery.
• Analyzes, troubleshoots, and reports performance issues with web platforms when needed.
• Performs other duties as assigned.

Requirements

• Refers complex, unusual problems to supervisor.
• Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques.
• Work typically involves regular review of output by a senior coworker or supervisor.

Work Environment

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
• No travel required.

Qualifications

• HS Diploma or GED strongly preferred.
• Specialized skills training/certification may be required.
• Generally 2-5 years of experience in area of responsibility.

Pay

$18.50-$21.25 hourly (for CA, CO, CT, D.C., DE, HI, IL, MA, MD, ME, MN, NJ, NV, NY, OH, RI, VA, VT, and WA). Individual base pay is determined based on a variety of elements including market data, experience, skills, and internal equity.

Benefits

• Medical (with Prescription drug coverage), dental, and vision plans
• Health care and Dependent Care FSA (as applicable)
• 401(K) with company match
• Paid Holiday, Vacation, Personal Time, and Wellness Day
• Paid Sick Time
• Life and Accidental Death & Dismemberment Insurance
• Short and Long-term Disability Insurance
• Critical Illness Insurance
• Accident Insurance
• Whole Life insurance
• Commuter Benefits
• Tuition Reimbursement
• Employee Assistance Program
• Adoption and Surrogacy Assistance