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Customer Service Representative

2 months ago

Kalispell, United States Fidelity National Financial Full time

Customer Service Representative Does This Sound Like You? You live and breathe customer service and supporting others. You seek to enhance the lives and experiences of others. You devour details and proactively anticipate the needs of others. You’re obsessed with creating solutions to prevent mistakes from recurring. You’re a process aficionado, passionate about crafting and refining checklists. You’re a good human with a big heart who loves to serve, collaborate, and have fun Role Summary & Our A-Player Defined: Our A-Player Customer Service Representative embodies our commitment to excellence and authenticity. As a voice of our brand, you'll provide top-notch support via phone, email, and chat. You're a detail-oriented process enthusiast who excels at managing orders and enhancing customer experiences. You epitomize our core values - WORK, HUSTLE, KILL - with adaptability, integrity, and creativity. You're not just a team player; you're an unwavering champion for both our customers and our team. Your Primary Responsibilities: Note: Each category listed below is what you get to own fully in your role - even if tasks or situations arise that are not specifically listed in the examples. Support inbound customers through various channels: Provide friendly, efficient, and accurate customer support in real-time via phone, chat, website, email, and on social media. Address inquiries, resolve issues, and offer product information with clarity, patience, and empathy. Respond to customer inquiries on our site reviews within a few hours, but no more than 24 business hours. Handle negative customer site reviews within a few hours, but no more than 24 business hours. Acknowledge positive site reviews with genuine and unique responses within 48 business hours. Manage orders and returns: Collaborate with the Warehouse Team for seamless order fulfillment. Assist customers with order-related inquiries, modifications, and tracking. Proactively communicate order-related issues and provide solutions. Complete outbound customer relationship-building calls and emails. Enhance customer experience and team success: Uphold our commitment to exceptional customer service. Foster positive customer relationships and share feedback to the team for system or process improvement. Monitor task deadlines, address bottlenecks, and provide updates on high-priority tasks. Communicate Effectively & Proactively: Respond promptly to key contacts for issue resolution. Offer solutions when reporting problems and share potential completion or timeline issues. Utilize training and available resources for problem-solving. Anticipate others' needs and questions to streamline communication. Foundational Requirements: Reliable daily transportation to and from the warehouse, even in slightly inclement weather (it’s Montana) 1+ year of customer service or sales experience (e-commerce a bonus) High technical proficiency and adaptability High school diploma or equivalent (preferred) What You Innately Bring To The Table: Empathy: You genuinely care about customer concerns, actively listen with a grounded presence, and seek to understand their needs and desires. Patience: You remain calm and composed when dealing with challenging customers, ensuring a positive experience. Effective Communication: You can convey information clearly and warmly, both in writing and verbally, to address your inquiries and issues. Problem-Solving Skills: You have a knack for being resourceful and finding solutions without always deferring to someone else and can think on your feet. Adaptability: You can adjust your communication style to suit different customers and situations. Positive Attitude: You maintain a cheerful and optimistic demeanor, even during high-stress situations. Product Knowledge: You are committed to maintaining a deep understanding of Flag Nor Fail's products and values, enabling you to provide accurate information. Team Player: You collaborate effectively with colleagues and other departments to resolve issues efficiently and proactively mitigate risks. Resilience: You can handle high call volumes, challenging customers, and repetitive tasks without losing motivation. Attention to Detail: You ensure that all customer requests are accurately recorded and resolved - no one is ever left unattended even if you are actively pursuing a resolution. Time Management: You prioritize and manage your workload effectively to meet customer and team needs promptly. Conflict Resolution Skills: You are skilled at de-escalating tense situations and turning them into positive experiences. Technical Proficiency: You are comfortable using and quickly learning various customer service tools, cloud software, and CRMs. Consistency: You maintain consistency in your service excellence, maintaining Flag Nor Fail's reputation for quality support. Thick-Skinned: You don't take negative customer interactions personally and can move past challenging encounters. Creativity: You can find unique ways to surprise and delight customers, going the extra mile when necessary or possible. You’ll Directly Report To: Chelsea Volk - Director of Operations Chelsea will be your main point of contact, lead, and delegator. She will support you with training, work product review, team integration as needed for certain tasks, etc. Rob Bailey - Founder + CEO + Chief Brand Officer Drew Bailey - President + Chief Logistics Officer + Chief Financial Officer How You’ll Be Supported & Progress Reviewed: Daily 8am Team Huddle with Executive Leadership & Department Leads Weekly-Biweekly Meetings w/ Chelsea Volk & Warehouse Team Recurring 30-45 Day Mutual Performance Reviews Chelsea Volk Job Type: Full-time Pay: $20.00 - $30.00 per hour Expected hours: 40 per week Benefits: 401(k) Dental insurance Health insurance Paid time off Vision insurance Experience level: 2 years Shift: Day shift Weekly day range: Monday to Friday Weekends as needed Work setting: In-person Office Ability to Relocate: Kalispell, MT 59901: Relocate before starting work (Required) Work Location: In person #J-18808-Ljbffr