Essential Function

Employee holds the primary responsibility of answering inbound calls from customers and company associates, responds to and resolves customer emails and documents interactions when appropriate.  

Primary Duties

50% First line of contact with customers and company associates via phone both inbound and outbound calls, answering questions, resolving issues and complaints, and making policy decisions always keeping customer satisfaction in mind as a priority.  Updates customer records and electronically records interactions with customers; responds to customers in writing via email or other methods across multiple channels and systems

25% Processes replacements, returns, and refunds for any customer order issues

10% First in line for escalated store legal issues and claims including research and follow-up with stores, customers, and the Legal Department as directed by the Supervisor

15% When necessary, assists with escalated customer inquiries that a Customer Care Rep I cannot resolve; helps with one-on-one training as requested by supervisor

Knowledge, Skills and Abilities

• High school diploma or GED

• Minimum of 2 years’ experience in a customer service support center environment; or 1+ years with the company 

• Minimum typing of 50 words per minute with 95% accuracy

• Comprehensive spelling and grammar skills 

• Ability to use multiple systems while assisting a customer

• Working knowledge of Microsoft Office applications.

• Comprehensive knowledge of computers and mobile devices

• 10 key by touch

• Knowledge of principles and processes for providing an excellent customer experience

• Able to work a flexible schedule including varied shifts that may include evenings, weekends and holidays

Competencies / Attributes

• Excellent telephone etiquette

• Consistently show empathy to all customers 

• Pleasant tone of voice

• Positive Demeanor

• Engage in active listening 

• Actively look for ways to help customers 

• Excellent communication skills

• Strong interpersonal skills

• Strong trouble-shooting skills

• Knowledge of product line, prices, and promotions

• Attention to detail and accuracy.

• Independently solve a variety of customer issues

Working Conditions /Physical Requirements

The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, files, books, small parts; driving an automobile, etc. No special physical demands are required to perform the work.

The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated.