Consumer Care Representative

3 months ago

Birmingham, United States Main Street Inc Full time
JOB SUMMARY

The Consumer Care Representative (CCR) is our first line of communication in our direct-to-consumer ecommerce division. The consumer care representative is the voice of our website and brands. A CCR I is an entry level position with direct contact to our consumers and customers. This position is expected to handle consumer requests and issues in order to provide the most effortless and pleasant customer experience possible. The CCR is expected to build meaningful, trusting relationships with our customers through daily interaction via phone, email, and messaging.

JOB RESPONSIBILITIES include the following. Other duties may be assigned.
  • Process incoming orders, order changes, order cancellations and returns; and answer general consumer questions and concerns;
  • Handle clients professionally and with empathy in order to retain, repair and build relationships with clients;
  • Adhere to company policy, procedures, scripts, and defined communications
  • Remain calm and stay cool under the pressure of consumer complaints and requests;
  • Quickly and effectively assess and resolve challenging situations;
  • Use professional communication and consumer service skills to de-escalate challenging situations;
  • Effectively learn and use the software and available resources to meet the consumer's needs;
SOFT-SKILLS
  • Treat consumers and team member with empathy and demonstrate emotional intelligence;
  • Maintain a positive experience for the consumer despite challenging situations or attitudes;
  • Keep promises and finish what you start; follow through with your commitments and complete assignments and projects on time;
  • Demonstrate a high sense of urgency by acting quickly on customer requests and responding promptly to emails, messages, and voicemails.
REQUIREMENTS:
  • Customer service experience preferred;
  • Proficiency in Microsoft Outlook, Word, and Excel;
  • Possess excellent multi-tasking skills, attention to accuracy, and detail;
  • Possess excellent communication skills, both verbal and written;
  • Possess a collaborative attitude and strong work ethic;

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