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Customer Care Representative FT/PT

3 months ago


Wichita, United States Winston Brands, Incorporated Full time

** Customer Care Representative FT/PT - Days**

**Job Category****:** Contact Center **Requisition Number****:** CUSTO01310 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.

* Must be reasonably available at his or her work station to timely answer customer calls.

* 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**