Customer Care Representative

4 weeks ago

Carlsbad, United States The Upper Deck Company Full time

SUMMARY:

Overview of the position.
Receive and answer incoming consumer calls as outlined by TTA requirements. Assist in handling consumer e-mails, letters and social media inquiries. Receive, research and resolve customer inquiries, problems and complaints. Provide timely and accurate responses to the customer. Provide quality customer care as outlined by manager and other training staff. Be intimately involved in e-commerce and Upper Deck e-Pack product sales. Hand-write outgoing correspondence to customers through the Upper Deck Random Acts of Kindness program. Assist with entering hologram numbers and information into the Upper Deck Authenticated database.

ESSENTIAL DUTIES AND RESPONSIBILITIES The following statements are intended to describe the general nature and level of work being performed by an individual assigned to this job. Other duties may be assigned.
Receives and resolves customer inquiries and associated issues, ideas and complaints
Is available to take high volumes of calls treating customers with dignity and respect
Researches and resolves product questions for direct and UD Store orders
Assists customers with order status and claims on lost/damaged freight
Partners with internal departments to determine answers to inquiries
Identifies and reports upon significant reoccurring trends or issues in the marketplace, initiates
recommendations for improvements on a daily basis
Assists with the processing of credits and returns relating to direct and UD Store orders
Maintains up-to-date working knowledge of the Companys products, programs and policies and procedures along with general sports and entertainment information
Runs point on customer engagement for social media platform like Facebook, Twitter, Instagram or Snapchat
Assists with filing, data entry, order entry, etc.
Write at least one story for the Upper Deck Blog per quarter
Identifies issues with customers who may be taking advantage of the Companys products and programs
Write at least five hand-written notes to customers per week as part of the Upper Deck Random Acts of Kindness program
Assist with the Upper Deck Diamond Club & Volunteer Alliance customer engagement programs
Able to travel on behalf of the company to attend company sponsored trade shows
Able to work nights and weekend potentially for overtime opportunities during peak times
Document every customer interaction that occurs in Upper Deck databases
INTERACTION
This position will interact closely with the Senior Customer Engagement Manager and departmental personnel along with related Company staff members and external parties.

EDUCATION/YEARS EXPERIENCE
High School Diploma or equivalent. College Degree preferred
1+ years of experience in the field of customer care or related area

REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
KNOWLEDGE, SKILLS AND ABILITIES
Strong knowledge of commonly used customer care and sales concepts, practices and procedures
Experience in a call center with heavy call volume
Ability to learn and apply advanced knowledge of the Companys products to assist customers in purchasing decisions
Excellent oral and written communication skills in English; additional languages a plus
Solid working knowledge of social media platforms like Facebook, Twitter, Instagram and Snapchat
Strong interpersonal, problem solving, customer care and relationship building abilities
Strong organizational skills with the ability to handle multiple, high priority projects with a keen attention to detail
Professional demeanor; team player orientation, ability to interface with internal and external parties at all levels
Relies on instructions and pre-established guidelines, works under immediate supervision while exercising minimal independent judgment
Hands on, energetic and motivated self-starter
Ability to travel on behalf of the Company
Highly accurate data entry abilities
Typing speed 35+ wpm
Proficiency in the following software or systems: MS Office (Word and Excel)

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