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Remote Contact Center Customer Care Representative FT/PT
2 months ago
** Remote Contact Center Customer Care Representative FT/PT**
**Job Category****:** Contact Center **Requisition Number****:** REMOT01333 Showing 1 location **Job Details**
**Description**
***POSITION PURPOSE***
The Customer Care Representative I (CCR1) processes orders received via inbound telephone calls from Winston Brands, Inc., customers and offers supplemental sell products to customers.
***Essential Duties and Responsibilities - Other Duties May Be Assigned***
* Ensures that each customer has a positive experience with Winston Brands, Inc., by handling inbound customer calls in a professional and efficient manner.
* Responds to catalog requests, requests for product information, and conducts product research as necessary.
* Presents each customer with the opportunity to purchase additional items (cross-sells)/supplemental sell products, including third-party offers.
* Handles order status inquiries providing customers with tracking information when available.
* Maintains basic knowledge of current Winston Brands, Inc., merchandise.
* Ensures that all individual performance metrics are met including but not limited to, productivity, cross-sell percentage, attendance, punctuality, schedule adherence, average talk time, and quality scoring.
* Provides a basic level of customer support; refers more complex issues to higher level associates.
***SCOPE***
* Direct contact with customers. This position has a significant impact on Winston Brands, Inc.s reputation in the marketplace and the satisfaction of our customers.
* Works under immediate supervision. Primary job functions do not typically require exercising independent judgment.
***COMPETENCIES & SKILLS***
* Strong understanding of the job functions and possesses the knowledge and skills required to perform the required job functions.
* Dependable, responsible and willing to accept accountability.
* Strong learning orientation for self.
* Good verbal and written communication skills, pleasant telephone voice/manner.
* Ability to work well in a team-oriented environment.
* Strong customer service orientation.
* Strong sales skills.
* Ability to work with difficult/upset customers in a calm and professional manner.
* Ability to adapt to a continuously changing working environment.
* Ability to handle multiple tasks in a fast paced environment; effective organizational skills.
* Good interpersonal skills; ability to work well with others.
* Basic computer skills including word processing, spreadsheet programs, and Typing minimum of 25 words per minute (wpm) meeting accuracy requirements.
* Strong basic math skills.
* Results oriented; ability to accurately and efficiently complete all assigned work.
***EDUCATION & EXPERIENCE***
* High School Diploma or equivalent is preferred
* 1 year Customer Service/Sales experience preferred
* 1 year Contact Call Center experience preferred
***WORK ENVIRONMENT & PHYSICAL DEMANDS***
* Standard office environment. Standard physical activity such as standing, walking, and basic motor skills to access computer files for information, data entry or document creation.
**Qualifications**
**Skills**
**Behaviors**
**:**
**Motivations**
**:**
**Education**
**Experience**
**Required**
**1 year:** Customer Service Experience
**1 year:** Call Center Experience
**Licenses & Certifications**
