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Customer Service Rep

2 months ago

Phoenix, United States Butcher Block Co. Full time
Job DescriptionJob Description

JOB BRIEF

Family-owned Kitchen Enthusiasts, Inc. does business as Butcher Block Co. Their online store - ButcherBlockCo.com – offers a huge selection of butcher-block products, including countertops, kitchen furniture, and cutting boards, plus kitchen accessories.

We currently have an opening for a work-from-home Customer Service Representative to complement and support our two outstanding, long-term CSRs. The successful candidate will be responsible for answering customer phone and email inquiries, enticing callers to place orders, calling and converting inbound leads, entering phone orders, and handling customer complaints, damage claims, and product returns.

The CSR’s goal is twofold:

  1. To deliver expert knowledge and outstanding service to customers and prospects in order to ensure the company maintains its excellent overall customer rating; and
  2. To achieve a reasonable monthly personal sales target by contacting all leads, providing necessary technical knowledge to convert potential customers to order with them via phone, or online if they prefer.

Job Responsibilities

  • Demonstrate superior knowledge of website products, navigation, and exclusive Instant Quote and Order Tools (online calculator) for Custom Countertop Orders.
  • We are “The Experts In All Things Butcher Block” and therefore product knowledge, technical understanding of wood/butcher block characteristics, countertop installation, and appropriate repair/resolution of defects or damage is crucial.
  • Promptly handle incoming phone calls and emails from current customers.
  • Answer customer inquiries regarding order status or product care & repair.
  • Determine how best to resolve customer complaints (e.g., damage during shipping).
  • Actively address incoming phone calls and emails from prospective customers.
  • Offer relevant product knowledge to assist customer in finding the exact product to meet their needs.
  • Secure an order; enter the order into the company’s Admin portal; and later, trigger email notifications concerning estimated ship date and order tracking.
  • Consistently follow up with any customer who has contacted us via Contact Form, Phone Call, or used the website to obtain a custom quote.
    • Convert these leads to purchasers.
  • Work with suppliers to pre-approve the return and replacement of damaged merchandise and follow up with customers to ensure a smooth return process.
  • Be a flexible team player. Collaborate and communicate with fellow CSRs and Supervisor via Skype, email and phone.

Job Requirements

  • Proven Customer Support experience; a Customer-first orientation and the ability to interact with different personality types, professionally.
  • Proven upselling experience; has an innate desire to make a sale And the ability to persuade customers to purchase promptly.
  • Ecommerce business experience preferred. (not looking for in-store sales experience).
  • A home office setup that will be conducive to such work, including reliable, high-speed internet service and a quiet setting so there is no interference when speaking with customers on headset or speaker phone. (The company will supply a personal computer and an internet phone.)
  • Excellent communication skills via email and outstanding verbal communication:
    • Active listening. The ability to professionally speak with a disgruntled customer, and conclude with a satisfactory resolution for both company and customer.
  • Intermediate computer skills (e.g., navigating multiple open browser windows, basic data entry, google shared spreadsheets).
  • Ability to multi-task, prioritize and manage time effectively.
  • Must be able to see colors. Ability to read/write/speak English very well. Spanish speaking a plus.
  • High school degree or GED, some college preferred.

Desired Traits & Work Experience

  • Ideal candidate must demonstrate a zest for learning and be able to quickly develop a thorough understanding of the company’s product line in order to answer callers’ questions and to provide product recommendations; and to understand the types of problems that customers might report (e.g., damage to products during shipping) and how such problems can/should be resolved (e.g., by attempting a home repair or through a product return and replacement).
  • Since this is a work-from-home position, candidates must have prior “remote” work experience or otherwise demonstrate strong initiative, self-discipline and the ability to manage time wisely.
  • Experience with inbound phone sales preferred. Reps are expected to achieve a monthly sales target. Plenty of inbound leads exist.
  • 5+ years Customer Service experience a must.
  • The ideal candidate enjoys talking to people and is able to engage others in order to quickly discern a caller’s interest and needs and to satisfy him or her.
  • Problem-solving ability and experience are essential, since CSRs must collect and process detailed information on the fly and take immediate action in response to findings.