Representative, Email

What We Do – Accountabilities

• Assures effective and efficient handling of consumer via electronic communication, mail, social media, or phone calls while meeting key performance indicators 
• Assures the accuracy of product knowledge and procedures to handle customer inquiries 

• Assures the growth of customer retention by providing positive and professional interactions

Essential Functions

• Drive customer satisfaction through email and social chat communications 
• Resolve customer concerns efficiently and effectively to drive key performance indicators 

• Utilize resources to service customers across all Brands; keeping detailed interaction notes 
• Regularly evaluates processes, challenges the norm and recommends improvements 
• Recognizes, documents, and alerts supervisors of trends in customer concern trends 
• Demonstrates effective issue resolution techniques and follows up appropriately 
• Provides phone support for the call center during peak times 

• Performs and completes tasks and projects as assigned 

Preferred Qualifications & Education

• 1 year customer service, retail experience 
• Retail call center experience preferred 
• High School diploma 
• Proficiency on the computer, including excellent navigation of the internet and keyboarding skills 
• Excellent written and verbal communication 
• Clear and concise writing skills 
• Excellent problem solving and conflict resolution 
• Strong organization and time management skills 
• Ability to work in high pace environment, flexible, good math skills, detail oriented, accountable, and have selling skills 
• Ability to work independently and focused on task 
• When answering emails and social media correspondence, person must have the ability to be proactive with response so situation is resolved on first contact 
• Required: Basic Microsoft Office Suite; Intermediate PC, Window, Internet, data entry and typing skills 

Physical Requirements and/or Environment

• Office/Cubicle