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Customer Care Specialist

1 month ago

Frankfort, United States Ecentria Full time

Ecentria is seeking Customer Care Specialists to join our team The Customer Care Specialists on the Telephone Response Team are the ‘voice’ of Ecentria and must represent us professionally and with a passion for assisting customers. This position is responsible for providing a great customer experience, optimizing sales and profit margins, assisting customers in navigating our website, overcoming procedural impediments, and in general, making it as easy as possible to do business with Ecentria and our Optics Planet and Campsaver websites. Customer Care Specialists use their product knowledge, communication, and interpersonal skills to build value by closing sales and maximizing future sales through a positive, trusting relationship with their co-workers and customers Duties & Responsibilities Answer incoming telephone inquiries from prospective and existing customers while upholding department standards to ensure a great customer experience. Initiate and close sales. Convert on-hold orders to active sales. Check product order status for customers. Strive to meet or exceed published customer service sales targets and metrics. Navigate customer complaints, provide appropriate solutions/alternatives within call time expectations, and follow up to ensure resolution. Answer product questions and make product recommendations. Inform customers of current promotions or special sales. Make discount decisions within corporate guidelines. Answer questions about the company and its policies. Distribute incoming phone calls to appropriate departments i.e. Purchasing, Marketing, Legal, etc. Other ad hoc duties as assigned. Qualifications, Skills & Requirements High School Diploma or equivalent. Minimum of 1-year combined experience in retail, technical sales, mail order, internet sales, or customer service. Must type at least 30 words per minute with 95% accuracy or better. Experience with MS Office applications (such as MS Word, MS Excel), email programs, and Internet browsers. Excellent verbal and written communication skills including spelling, grammar, and vocabulary. Knowledge of etiquette governing internet forums and chat communication Ability to demonstrate patience, empathy, professionalism, and friendliness in dealing with customers. Strong customer service skills with a willingness to see customer issues through to resolution. Knowledge of principles and methods for showing, promoting, and selling technical products and services is a plus. Must be able to foster a quiet and distraction-free set-up in your home as this is a fully remote position. This is a remote/work-from-home role. You must reside in one of the following states/locations: Alaska, Arkansas, Arizona, District of Columbia, Delaware, Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Kentucky, Maryland, Maine, Minnesota, Mississippi, Montana, North Dakota, Nebraska, New Hampshire, New Mexico, Nevada, Ohio, Oklahoma, Oregon, Rhode Island, South Carolina, South Dakota, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, West Virginia, or Wyoming. Note, this list of states/locations is subject to change. Ecentria and its affiliates are an Equal Opportunity Employer. The Company does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. Ecentria and its affiliates are Drug Free Workplaces. If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. #J-18808-Ljbffr