About this role

Places orders for customers and ensuring they have the best shopping experience possible
Communicates new website features to customers (JR Plus, Cigar of the Month Club, Shop JR app. Loyalty program, Bonus Buys available, etc.)
Up sell product to customers (Example – Bonus Buy, Subscription, and other products and services)
Participate in weekly training
Participate in ongoing sales and customer service coaching’s
Provide best-in-class customer service
Answer e-mails tickets that come in through salesforce as assigned
Provide online chat (LiveChat) customer service as needed
Flag items suspected of Fraud and forward to Leads/Supervisors
Handle escalated calls when necessary
Notify team leads and/or helpdesk of any system related issues being communicated by customers
Other duties and responsibilities as assigned

EDUCATION/CERTIFICATION: High school graduate or equivalent.
REQUIRED KNOWLEDGE: General knowledge of Company policies and procedures.
Basic understanding of Company products and services.
EXPERIENCE REQUIRED: At least 1 year of experience in customer service/call center environment.
SKILLS/ABILITIES: Excellent communication. o Excellent communication
Ability to work well under pressure
Ability to use a personal computer and related software applications including Microsoft
Sales force and AS400, data entry
Customer Service
Attention to Detail
Professionalism
Multi-tasking

Call Center Representative

Key skills