Customer Service Agent

Tandy Leather is a specialty retailer of leather products, and they are seeking a Customer Service Representative to enhance customer relations. The role involves responding to customer inquiries, providing accurate information, and ensuring a positive shopping experience for customers both online and in-store.

Responsibilities:

• Respond to inbound customer calls, email, & chat communications answering a range of product and service questions and resolving issues
• Provide accurate, valid, and complete information by remaining up to date on product and service offerings, and following communication procedures, guidelines, and policies
• Collaborate with other departments, such as Order Fulfillment, Accounting, Marketing, and Product Management to resolve customer inquiries
• Manage customer inquiries through the customer service ticketing system
• Efficiently respond to and resolve tickets within established response and resolution time frames established for the department
• Ensure satisfactory resolution through customer follow-up
• Properly tag and notate ticket reasons within the customer service ticketing system to ensure accurate reporting against customer service trends
• Set up new customer accounts within the point of sale as needed
• Maintain the accuracy of customer accounts by identifying opportunities to verify and update information
• Assist customers by placing orders over the phone. Identify opportunities to make additional product suggestions to increase transaction value
• Ensure order accuracy. Maintain a high service level standard
• Create positive customer experiences wherever possible

Requirements:

• Customer service or retail store sales experience: Minimum 2 years
• This position is remote. Must have a dedicated quiet workspace with hard-wired, high-speed web access
• High School Degree or GED
• Computer proficiency working in Microsoft Office Word and Excel
• Familiarity with CRM or Point of Sale systems and practices
• Ability to work 37.50 hours per week with a flexible shift schedule
• Must be self-motivated and can work with minimal supervision
• Excellent communication skills, including both verbal and written
• Strong listening, probing, and problem-solving skills. Ability to deescalate customer complaints in a professional manner
• Must be able to multitask and have strong organizational skills
• Able to adjust to changes quickly
• Organization skills are a must
• Able to work well in a team environment
• Leathercrafting knowledge is a plus