Contact Call Center Representative

2 months ago

Monrovia, United States Wine of the Month Club Full time

Overview

Wine of the Month Club was founded in 1972 and is the oldest subscription box wine club in America. We pride ourselves on helping our customers find the perfect wines at the best prices. Were looking for Member Service Representatives with an interest in wine and willingness to learn about our products and share that knowledge with our customers. We want individuals who have an interest in working in the growing eCommerce industry; and need the best and brightest to uphold our high standards of customer service and member loyalty.

Job Description

As a Customer Services Representative you will provide product knowledge and membership information to our current and potential customers. You will maintain and update customer accounts to assure shipments are sent out promptly and correctly. Customer Service Representatives are required to do outbound calling to resolve payment issues, membership changes and upgrades as well as follow up with potential new customers. Working with members to confirm they are in the correct club and are taking advantage of all membership benefits. As a Customer Services Representative you will field customer questions and resolve problems. Customer feedback is important you will be responsible to relay feedback to management to improve quality, integrity and service. You will be patient, courteous, and put our customers first; assuring that every interaction leaves the customer a Raving Fan.

Skills

  • Possess strong customer service and problem solving skills.
  • Maintain excellent oral and written communications
  • Have patience and an ability to listen to customers concerns
  • Ability to multi-task and work under deadlines
  • Must demonstrate the ability to assess situations and provide quick and educated decisions to rectify customer complaints and conflict

Daily Tasks

  • Answer and assist Inbound Customer Calls through the phone queue
  • Respond to Customer Inbound Emails
  • Respond to customer online chats and SMS text messages
  • Outbound calling
  • Process customer orders via phone, email & website
  • Update customer account information
  • Sell and upgrade wine, memberships and gifts to current and potential customers.

Requirements

  • 1 year of proven customer support and sales experience
  • Established track record of reliability and good attendance
  • Strong phone contact handling skills and active listening
  • Must have the ability to work a flexible schedule, and be willing to work extended hours including weekends during peak seasons.
  • Must be 21 years of age or older
  • High School Diploma (some college preferred)

Application Process

Our application and interview process is now completely virtual. All applicants will be asked to submit information through email and interviews will be carried out via phone and zoom meeting.

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