CUSTOMER SERVICE REPRESENTATIVE

The Customer Service Representative will be responsible for responding to customer email and white mail inquiries about company marketing programs, website, store experience, product availability, and order status. This position will handle various back-office operational work including data entry, fulfillment, and returns processing among others. This position will provide support to Call Center associates on a real-time and follow-up basis, assisting with answering questions, and taking calls from the Contact Center associates. The Customer Service Representative will work to prevent and/or resolve customer issues with the goal of attaining 100% customer satisfaction, attain first contact resolution, and build customer loyalty and brand awareness by providing outstanding service. Responsibilities: Key Accountabilities: Respond to customer email and white mail inquiries about company marketing programs, website, store experience, product availability, and order status Handle operational work including data entry, fulfillment, and returns processing among others Handle and resolve issues from Contact Center associates Provide assistance to Contact Center associates; assisting them with FAQ, policies and procedures, and understanding workflow Use a comprehensive understanding of company policies and services to handle all inquiries Implement critical thinking skills and use due diligence to determine true customer needs Maneuver through variety of on-line screen information to provide accurate and pertinent information to callers Resolve all inbound customer inquiries (verbal and written), including outbound call follow up Identify and respond to the needs of customers in a professional, courteous, and helpful manner Identify opportunities for improving departmental process and procedures Act as a subject matter expert for all company policies and procedures Process work in a timely manner to meet and exceed customer expectations Build strong relationship with third-party contact center provide Education and Experience: High school diploma required; Bachelor’s degree preferred 0-3 years of experience in a service position Bilingual English/Spanish a plus Skills and Behaviors: Excellent verbal and written communication skills Knowledge of principles and processes for providing outstanding customer service, including customer needs assessment, meeting quality standards for service, and evaluation of customer satisfaction Ability to speak in front of large groups Ability to handle difficult customers and situations with little direct supervision, illustrating outstanding influence, negotiation, and problem solving skills Outstanding all-around customer service skills Outstanding time management and organizational skills Flexibility in daily work needs; showing willingness to do what is necessary Strong knowledge of brand and product lines Proficient in Microsoft Office Use of automated systems including working with computerized informational database Ability to pass preliminary phone skills/computer keyboard testing Ability to work in fast paced environment Adherence to call monitoring/workstation confidentiality agreement