This position within our inbound customer contact center is responsible
for ensuring customers have an exceptional shopping experience and
driving product sales. Customer Care Specialists use telephones,
computers, internet, and may use email and chat-formats to communicate
and receive inbound customer calls for merchandise and credit card
services. Ideal candidates are enthusiastic, have good multi-tasking
skills, are problem solvers, are competitively driven for success, are a
team player but able to work independently and are highly energetic!
Successful specialists are also deeply passionate about delivering an
exceptional customer experience. They achieve success by affirming
customer’s choices, accurately answering customer questions, active
listening, showing concern for quality and customer satisfaction,
empathizing with customer’s concerns and solving order issues, and enjoy
supporting business objectives by maximizing sales opportunities.
Required Skills
- Establishes good rapport with customers and engages customers to
create a friendly and fun shopping experience
- Receives and accurately records the customer’s order/s; verifies
shipping address and other customer information to complete and
place orders
- Refers to multiple brands, cross-selling brand merchandise
- Assists customers in product selections and supports sales by
suggesting additional related products and credit services
- Makes system directed qualified credit card offers
- Uses an assumptive close technique to complete the customer’s
shopping experience
- Captures customer email accounts and makes updates to customer data
base
- Accurately keys customer orders and answers customer questions
- Partners with other departments and managers to resolve customer
issues
- Successfully resolves customer issues within the scope of this role,
and escalates calls only as necessary and/or appropriate
- Maintains product knowledge and expertise by attending ongoing
training, reading product updates and business related memo’s and/or
materials
- Participates in team meetings; reports on customer issues and
complaints
- Other duties as assigned
Required Experience
- Excellent written and verbal English communications skills
- Intermediate data entry and keyboarding skills (30 wpm; ten
key 18wpm)
- Advanced Internet Web browsing/surfing and navigation skills
- Ability to work in a sedentary position for most of a shift
- Minimum of 6 months to 1 year or more of sales, retail and/or
customer service experience.
- MUST HAVE OVERTIME, WEEKEND AND HOLIDAY AVAILABILITY