Customer Care Specialist

4 weeks ago

Cerritos, United States Allstate Floral Full time

**Thank you for your interest in working at Allstate Floral**

Allstate Floral is a leading home dcor company that has become known for its innovative designs and breadth of high quality artificial flowers and home dcor accessories. Products include decorative flowers, plants, trees, home accents and holiday dcor sold through a broad spectrum of global retailers, distributors, and interior designers. Allstate Floral fosters an energetic work environment of creativity and collaboration. As the leading importer with the largest in-stock decorative flowers, greenery and home decor, Allstate Floral is always looking to **recruit and retain exceptional people** who are skilled, confident, innovative and committed to providing a "wow" experience to our customers.

**Our Core Values** **Deliver a WOW Customer Experience**

**Act With Respect, Integrity, and Responsibility**

**Build Open and Honest Relationships With Communication**

**Be Creative and Open-Minded**

**Build a Positive Team and Family Spirit**

**Do More With Less**

**Be Passionate**

**Create Fun**

**Customer Care Specialist**

* Cerritos, CA

* Full Time

* Customer Care

* Mid Level

**ABOUT ALLSTATE FLORAL**

At Allstate Floral, anything worth doing is worth doing with WOW. Our philosophy is to WOW with product, service, and experience. At Allstate, not only do we have some of the best designs and quality products, but we differentiate ourselves based on the customer experience we provide when our customers interact with our Care team.

**POSITION OVERVIEW**

The Customer Care Specialist (CCS) at Allstate Floral has a passion for taking care of customers. The Customer Care team processes a large volume of orders placed over email, fax, phone, and in person, researches and solves customer problems, processes returns, and works on custom/special orders. The CCS loves to work within a team to exceed customer expectations. This person is motivated by and able to thrive in a **fast-paced**, start-up, environment with little structure and requiring a lot of initiative.

**ESSENTIAL FUNCTIONS**

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Research and resolve customer inquiries.

- Interact with customers to provide information in response to inquiries, concerns, and requests about products and services, including following through to completion on product returns and claims. A reply with solution is expected for most customer requests within two business days to customers, sales reps and internal departments.

- Work with sales representatives, accounting, and the shipping department to process customer requests and concerns. Confirm orders, obtain payment information, and documents.

- Respond to customer questions efficiently and effectively through the use of active listening, personalization techniques and focusing on adding value.

- Build formal and informal relationships with customers and internal team members to drive customer loyalty and retention. Manage assigned accounts and review their performance.

- Provide supervisor/manager with timely updates on order processing, shipping, and back orders.

- May be asked to back up the front desk receptionist for a limited time, including greeting visitors, triaging phone calls, and other administrative tasks.

- Participate in tradeshows and showroom set-ups. Engage and work with customers face-to-face.

- Operate as a team player. Work together to drive solutions for the long-term success of Allstate Floral and its customers.

**COMPETENCIES**

- Strong communications skills.

- Extremely detail and task oriented.

- Technical proficiency in MS Office, especially Excel and Outlook.

- Strong sense of initiative, with a penchant towards solving problems.

- A quick learner who is comfortable with change and learning new systems/processes.

- A strong sense of team and a desire help build a dynamic, unique organization.

**WORK ENVIRONMENT**

This job operates primarily in a professional office environment. The role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, and fax machines. When expected to travel to trade shows, the environment becomes the showroom.

**PHYSICAL DEMANDS**

This is largely a sedentary role; however, some filing is required which would require the ability to lift files, open filing cabinets and bend or stand as necessary. If requested to travel to trade shows, the ability to set up product displays and stand or walk on feet for several hours at a time is required. Ability to lift, push, and pull up to 25 pounds without assistance.

**POSITION TYPE AND EXPECTED HOURS OF WORK**

This is a full-time position in our Cerritos, California, headquarters. Business hours are Monday through Friday, 8:30 a.m. to 5:30 p.m. If requested to travel to trade shows, the expected days and hours of work will change accordingly.

**TRAVEL**

Travel is primarily locally during the business day. Domestic travel is expected to our showrooms for trade shows and set-ups, 4 to 6 times a year, for multiples days at a time. Destinations include Dallas, TX, Atlanta, GA, High Point, NC, and/or Las Vegas, NV.

**REQUIRED EDUCATION AND EXPERIENCE**

- High School Diploma

- 2+ years in an office customer service environment

**PREFERRED EDUCATION AND EXPERIENCE**

- Associates degree.

- 3+ years in an office customer service environment

**OTHER DUTIES**

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with our without notice.

**Allstate Floral is an equal opportunity employer.**

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