Customer Care Agent FT

2 months ago


Lynnwood, United States Zumiez Full time
Job Title: Customer Care Agent

Department: Web

Reports To: Web Admin Manager

Pay Range: $16.28-17.00 / hour

THIS POSITION IS IN-OFFICE AT OUR HOME OFFICE IN LYNNWOOD, WA

POSITION PURPOSE

Plays a vital role in the communications between Zumiez customers via phone, e-mail, and other forms of communications. Customer Care Rep.'s are the voice of Zumiez to our customers and the voice of our customers to Zumiez.

JOB DUTIES & RESPONSIBILITIES
  • Answers/returns phone calls and emails (in all applicable languages to the agent) to assist our customers with questions including shipment, product details, returns, web questions, etc.
  • Reviewing orders for accuracy, details, and potential fraud
  • Manages exceptions to orders (backorders, international orders, potential fraudulent orders, etc.)
  • Upsell products and services when applicable
  • Identify, research, and resolve customer issues
  • Follow-up on customer inquiries not immediately resolved
  • Transfer customer calls to appropriate staff if needed
  • Other duties as assigned to assist in department initiatives
PHYSICAL DEMANDS & WORK ENVIRONMENT
  • Must be able to sit and be on the computer for extended periods of time
  • Must be able to speak, read, write, and communicate
BENEFITS
  • Medical, Dental, Vision enrollment
  • Paid Time Off
  • Paid Parental Leave
  • Life Insurance
  • Stock Purchase Program
  • 401k Enrollment
  • Product Discount
  • Competitive wages. Pay will vary based on variables such as experience and skills.
Job Title: Customer Care Agent

Department: Web

Reports To: Web Admin Manager

Pay Range: $16.28-17.00 / hour

THIS POSITION IS IN-OFFICE AT OUR HOME OFFICE IN LYNNWOOD, WA

POSITION PURPOSE

Plays a vital role in the communications between Zumiez customers via phone, e-mail, and other forms of communications. Customer Care Rep.'s are the voice of Zumiez to our customers and the voice of our customers to Zumiez.

JOB DUTIES & RESPONSIBILITIES
  • Answers/returns phone calls and emails (in all applicable languages to the agent) to assist our customers with questions including shipment, product details, returns, web questions, etc.
  • Reviewing orders for accuracy, details, and potential fraud
  • Manages exceptions to orders (backorders, international orders, potential fraudulent orders, etc.)
  • Upsell products and services when applicable
  • Identify, research, and resolve customer issues
  • Follow-up on customer inquiries not immediately resolved
  • Transfer customer calls to appropriate staff if needed
  • Other duties as assigned to assist in department initiatives
PHYSICAL DEMANDS & WORK ENVIRONMENT
  • Must be able to sit and be on the computer for extended periods of time
  • Must be able to speak, read, write, and communicate
BENEFITS
  • Medical, Dental, Vision enrollment
  • Paid Time Off
  • Paid Parental Leave
  • Life Insurance
  • Stock Purchase Program
  • 401k Enrollment
  • Product Discount
  • Competitive wages. Pay will vary based on variables such as experience and skills.

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