Seasonal Customer Relations Specialist (FT 2nd Shift)

Provide customer-centric assistance via phone calls, email, or live chat interactions. Serve as the initial point of customer contact for issues within the organization. Problem-solve with customers to handle and resolve complaints. Provide information in response to inquiries about products, services, current sales/coupons, and order status. Serve as a brand ambassador for our personalized products with a sense of creativity, individuality, and joy!

• Complete orders while adhering to PCI regulations, maintain customer profiles, act as a product matter expert, and provide information about products, services, account information, and order status via phone, email, or live chat correspondence.
  
• Edit or cancel customer orders when applicable and credit/debit accounts accordingly.
  
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
  
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  
• Obtain details of complaints and address questions or concerns. Acquire better quality images regarding product complaints when necessary.
  
• Confirm that appropriate changes were made to resolve customer issues.
  
• Refer unresolved customer issues to designated departments for further investigation.
  
• Escalate irate customer concerns to appropriate customer relations personnel.
  
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Issue shipping claims for lost or damaged goods.
  
• Process returned packages or orders that need to be reshipped.
  
• Vet and post product reviews and take necessary action to correct any negative postings.
  
• Post customer comments internally and perform customer follow-up if necessary.
  
• Perform AVS-related tasks as warranted.
  
• Troubleshoot technical issues to assist customers in placing orders and resetting passwords.
  
• Review new products once added by Merchandising Team.
  
• Perform additional duties as assigned.
  

Requirements:

• Education: Associate Degree preferred or High School Diploma or equivalent with call center experience will be considered.
  
• Experience: Two (2) years of experience working with customers. (Preferably a call center)
  

• Must possess strong listening skills, a professional telephone demeanor and the ability to interact effectively and tactfully with customers in a customer-focused contact center.
  
• Ability to work effectively in a team environment and maintain a positive attitude.
  
• Excellent communication skills, both verbal and written.
  
• Must be able to multi-task in a fast-paced environment, while maintaining a high level of accuracy and attention to detail.
  
• Must have a working knowledge of Microsoft Outlook and general knowledge of computer, phone system and other common office equipment.
  
• Must be able to adjust schedule based upon business needs during peak season(s), which includes being able to work overtime, if needed.
  
• Bilingual Spanish a plus, but not required.
  
• Online shopping experience a plus, but not required
  
• 'Work Remotely No
  

The expected salary range for this position is $17.00 hourly. The actual compensation will be determined by experience and other factors permitted by the law.

• Medical, dental, vision, life and disability insurance for the associate and family (if applicable)
  
• Flexible Spending Account
  
• Health Savings Account
  
• 401k retirement program
  
• Mental health resources/ Employee Assistance Program
  
• 80 hours of paid vacation time (accrued on an hourly basis)
  
• 9 paid holidays
  
• 30% employee discount across our family of brands
  
• Potential eligibility for annual merit-based wage increase, if applicable
  

• Exact benefit terms, conditions and eligibility requirements are governed by official plan documents and are subject to applicable law. In addition, the Company reserves the right to change the terms and conditions and to terminate these and other plans and programs at any time.