Customer Care Associate

2 weeks ago


Waterbury, Vermont, United States Darn Tough Vermont Full time
About Us:

Established in 1978, Cabot Hosiery Mills is a leading American producer of high-quality socks, prioritizing comfort, durability, and fit. Our family of brands, including Darn Tough Vermont, Wide Open, and Cabot & Sons, is dedicated to crafting the finest socks in Vermont, USA, backed by our Unconditional Lifetime Guarantee. As a family-owned business spanning three generations, we are committed to continuous improvement in our product offerings.

Position Overview:

The Customer Service Team at Darn Tough Vermont is essential in embodying our company values and addressing our customers' needs. Our focus is on providing affirmative solutions while engaging with customers through various communication channels, including phone, email, and chat. In this role, you will collaborate with cross-functional teams to enhance customer satisfaction regarding our products and purchasing experiences. We seek a dedicated customer advocate who is a collaborative team member with a keen eye for detail and a friendly disposition.

Key Duties:

As a Customer Service Representative, your daily activities will involve:
  • Engaging with customers via phone, online chats, and timely email responses.
  • Managing inquiries related to our Lifetime Guarantee, a cornerstone of our brand and product offerings.
  • Assisting customers in selecting the appropriate Darn Tough socks tailored to their specific needs while devising innovative solutions to any challenges that arise.
As our organization continues to expand, we encourage our team members to proactively identify areas for enhancing our internal processes and systems. Additionally, collaboration is key to improving both customer experiences and operational efficiency.

Requirements:
  • High School Diploma or equivalent education.
  • Exceptional communication skills, with the ability to convey information clearly, courteously, and professionally in both verbal and written formats.
  • Proficient computer skills with fast and accurate typing abilities.
  • A sincere commitment to ensuring customer satisfaction and enhancing the DTV experience.
  • Strong active listening capabilities.
  • Adaptability and a willingness to explore new approaches.
  • A sense of humor when appropriate, with the ability to read social cues and understand customer needs.
  • A commitment to delivering an outstanding level of service to our customers.
  • Ability to manage multiple tasks effectively while maintaining excellent follow-through in a dynamic environment.
  • A dedication to aligning personal conduct with the company's core values.
Work Environment:
  • Office/Call Center setting with occasional exposure to noise and other conditions.
  • Flexibility to manage shifting priorities.
  • Prolonged periods of sitting or standing at a workstation.
  • Potential for a hybrid work schedule with managerial approval.
  • Availability for weekends and overtime as needed.
At Cabot Hosiery Mills, we embrace a set of shared values, including a commitment to valuing diversity. We respect the unique backgrounds and identities of all individuals. We are a transparent and hardworking team, and if you share these values, we welcome your interest in joining us.

This job description is intended to provide a general overview of the responsibilities and qualifications associated with this position. The organization reserves the right to modify the duties and expectations of this role as necessary.

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