Retail Customer Service Expert

Role Overview

• Find innovative ways to respond to varying questions, issues, and concerns
• Provide customer support to customers via telephone and/or Internet, e.g., instant message, email
• Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment
• For product or service-related issues, will move the customer to appropriate Product Support Specialist
• Provides customer support by phone, email or instant message to business customers
• Serves as primary contact for inbound customer issues
• Escalates more technical product-related issues to proper Product Support department
• Processes a high volume of customer inquiries regarding offered products and services and resolves a targeted percentage of those inquiries
• Troubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve customer problems
• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource
• Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues
• Updates customer information and ensures accurate entry of contact information
• Meets standards of job, such as quality standards, adherence to schedule and average handle time
• May provide guidance and/or mentoring to less experienced associates

Requirements

• High School Diploma or equivalent
• Minimum of 6 months of customer service experience
• Must be 21 years of age or older
• Ability to type at least 25 words per minute
• Comfortable with desktop computer systems and have general knowledge of Windows-based systems
• Customer service and/or sales experience preferred
• College degree preferred but not required

Benefits

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs