Customer Care Lead
- Greet customers warmly and ascertain problem or reason for calling, emailing or chatting
- Assist with placement of orders, refunds, returns or exchanges
- Resolve customer complaints and concerns via phone, email or live chat
- Use telephones, email and chat to reach out to customers and verify account information
- Quote for, place or cancel orders
- Suggest solutions with product issues
- Work with department head to ensure proper customer service is being delivered
- Process quotes, returns and exchanges
- Manage inbound and outbound inquiries in a timely manner
- Identify customers’ needs, clarify information, research every issue, and provide solutions.
- Guide customers through troubleshooting, navigating the company website or using the products or services
- Assist in placing orders as needed.
- Assist in processing authorized refunds as needed
- Assist in shipping returns as needed
- Performs other related duties as assigned or requested
- Planning/Organizing – Ability to multi-task, prioritize and manage time efficiently; Detail oriented?
- Problem Solving - Identifies and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Works well in group problem solving situations; Uses reason?
- Oral Communication - Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions?
- Written Communication - Writes clearly and concisely; Able to read and interpret written information?
- Attention to detail?
- High school degree or equivalent?
- Minimum 2 years of related work experience?
- Proficient with Microsoft Outlook, Word and Excel?
- Proven customer support experience or experience as a client service representative?
- Strong phone contact handling skills and active listening?
- Familiarity with Woo, Shipstation and Zendesk systems and practices, preferred
- Knowledge of Microsoft Office Suite including Outlook, Word and Excel?
- Must be able to remain in a stationary position 50%?
- Movement about inside the office or event space to assist at various workstations, access file cabinets, office machinery, event displays and materials, boxes, pallet racks, forklifts, etc.?
- Constantly operates a computer and other office productivity machinery, such as a computer, calculator, copy machine and computer printer?
- Frequently communicates with internal and external audiences via phone, computer and in person. Must be able to exchange accurate information in these situations?
- Must be able to detect and determine details pertaining to work performed - this position requires frequent reviewing of documents and electronic communication, and making determinations based on information received?
- Fine motor skills such as tablet and computer use?
- Event preparation activities include occasional pushing, pulling, lifting, grasping, stooping, and crouching?
- May be exposed to adverse environmental conditions?
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