Customer Care Associate

Job Description

REQUIREMENTS

• Must be 18 years of age or older
• Must be legally permitted to work in the United States
• 3 or more years of customer service or retail sales experience is preferred.
• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

RESPONSIBILITES

• 20% – Connects – Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier. Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases.
• 20% – Drives Loyalty – Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences.
• 20% – Efficiency – Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc. Other activities as assigned by leadership.
• 20% – Engagement – Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up.
• 20% – Support and Resolution – Informs inquiring customers about the status of their order, reconciles errors in a cost effective manner, resolves post-order issues such as returns, service failures, and in-store experience concerns.

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