Seasonal Customer Care Representative

About the role

The Seasonal Customer Care Representative is responsible for phone, email, and live chat coverage for the Customer Care Department. They will communicate directly with customers, providing exceptional service by handling requests such as entering orders, resolving issues, addressing product concerns, creating replacement orders, and processing returns. A key part of the role is protecting the "Elf Brand" by keeping the magic alive in responses to children’s inquiries about the Elf and North Pole.

Responsibilities

• Provide exceptional customer service.
• Receive and respond promptly to all customer requests.
• Answer phone calls, emails, and live chat with wholesale customers, retail customers, and sometimes children.
• Collect required customer information to complete product orders to company standards.
• Place, edit, or cancel orders as requested by the customer.
• Collect payment information and enter it into the system.
• Process returns and replacements for both wholesale and retail customers.
• Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails.
• Make outbound calls to existing accounts and prospects.
• Contact carriers or other logistics companies to track or handle customer service issues.
• Protect company assets through proper management of asset files and adherence to company policy regarding information security.

Requirements

• Enjoyment of working with all types of customers; professional phone etiquette and a pleasant, friendly communication style.
• Excellent verbal and written communication skills.
• Ability to balance multiple requests and priorities in a fast-paced environment.
• Reading and writing in English required; Spanish preferred.
• 1 to 2 years of customer service experience preferred.
• Proficiency in Microsoft Suite, SharePoint, Excel, and Business Central preferred.
• Active listening skills and ability to follow directions (hear, process, and understand).
• Strong interpersonal abilities, adept at communicating fluently and proficiently in both spoken and written forms with excellent grammar and spelling.
• High School Diploma or GED required.

Schedule

This is a seasonal position anticipated to run from August 31 through December 24. Dates are subject to change based on business needs.

About the company

The Lumistella Company is a global intellectual property company dedicated to bringing Santa’s North Pole to life for children around the world through consumer products, original entertainment, and brand experiences. We are home to iconic and beloved Christmas brands including The Elf on the Shelf, Elf Pets, and Elf Mates.

To learn more about our company, visit www.Lumistella.com.