Customer Care Specialist

2 weeks ago

Sanford, United States Conscious Discipline Full time

Job Type

Full-time

Description

What You'll Do:

You will be responsible for helping and problem solving with our customers via phone, email or chat. Inquiries will range from website assistance, order questions and issues, shipping questions, product questions, events questions, and some accounting questions.

Your primary duties will include:

•Greet customers warmly and ascertain problem or reason for calling, emailing or chatting

•Assist with placement of orders, refunds, returns or exchanges

•Advise on company information

•Resolve customer complaints and concerns via phone, email or live chat

•Use telephones, email and chat to reach out to customers and verify account information

•Place or cancel orders

•Suggest solutions with product issues

•Work with department head to ensure proper customer service is being delivered

•Contribute to team effort by accomplishing related results as needed

•Process quotes, returns and exchanges

•Manage large amounts of inbound and outbound inquiries in a timely manner

•Identify customers' needs, clarify information, research every issue, and provide solutions.

•Shift between various systems to help resolve customers issues

•Guide customers through troubleshooting, navigating the company website or using the products or services

•Assist in placing orders as needed.

•Assist in processing authorized refunds as needed

•Assist in shipping returns as needed

•Performs other related duties as assigned or requested

*The company reserves the right to add or change duties at any time

Where You Shine:

  • Planning/Organizing - Ability to multi-task, prioritize and manage time efficiently, Detail oriented
  • Problem Solving - Identifies and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Works well in group problem solving situations; Uses reason
  • Oral Communication - Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions
  • Written Communication - Writes clearly and concisely; Able to read and interpret written information


Requirements

Your Experience :

•High school degree or equivalent

•Minimum 2 years of related work experience

•Proficient with Microsoft Outlook, Word and Excel

•Proven customer support experience or experience as a client service representative

•Strong phone contact handling skills and active listening

•Familiarity with CRM and/or Zendesk systems and practices a plus

•Knowledge of Microsoft Office Suite including Outlook, Word and Excel

Physical Demands of the Position:

•Must be able to remain in a stationary position 50%

•Ability to lift 25-pound boxes to a height of 3-4 feet and load them into trucks or onto pallets

•Movement about inside the office or event space to assist at various workstations, access file cabinets, office machinery, event displays and materials, boxes, pallet racks, forklifts, etc.

•Constantly operates a computer and other office productivity machinery, such as a computer, calculator, copy machine and computer printer

•Frequently communicates with internal and external audiences via phone, computer and in person. Must be able to exchange accurate information in these situations

•Must be able to detect and determine details pertaining to work performed - this position requires frequent reviewing of documents and electronic communication, and making determinations based on information received

•Fine motor skills such as tablet and computer use

•Event preparation activities include occasional pushing, pulling, lifting, grasping, stooping, and crouching

•May be exposed to adverse environmental conditions

Location:

Sanford, Florida

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