Senior Customer Care Specialist

Description

Who We Are:

Easy Step Enterprises is a rapidly expanding, top-performing franchisee of The Good Feet Store, America’s #1 Arch Support Store. We have 40 locations operating in North Carolina, Virginia, DC, Maryland, Alabama, Tennessee, and Ohio. We are passionate about helping our community live an active and healthy lifestyle, without their feet getting in the way. From runners to teachers, attorneys to contractors, thousands of satisfied customers have experienced reduced foot, knee, or back pain, improved balance, and a more comfortable lifestyle due to Good Feet Arch Supports. Our employees’ passion to help transform lives is felt by our customers as they are personally fit with our premium Arch Supports that are only found in our retail stores.

The Customer Care Specialist will be responsible for inbound calls from our customers from across all our store locations. They will handle any customer inquiries or concerns while working with our sales team to successfully educate our customers about the effects of Good Feet arch supports. They will embody the Mission, Vision, and Values of Easy Step Enterprises.

Must live between Baltimore, MD to Raleigh, NC

Duties And Responsibilities

• Learning: Learn the basics of The Good Feet Store products.
• Inbound Call Assistance: Answer calls, transfer calls to appropriate store locations, and return calls as needed. Remedy any customer concerns or issues by being an available voice, routing calls accurately, and following up as needed.
• Communicating: Demonstrate excellent verbal and written skills, as well as proper phone and email etiquette.
• Listening: Listen to customers and demonstrate the ability to ask the right questions and quickly identify the needs of the customer.
• Scheduling: Schedule appointments for multiple stores.
• Attention to detail: Follow up on email correspondence, this role requires intentness and thoroughness when giving attention to detail.
• Data Entry: Enter prospect date into Salesforce with accuracy.
• Administration: Complete other administrative tasks in the office.
• Technology: Use technology including Salesforce, Microsoft Office, 8x8 or other telephonic systems and computer workflows.
• Written Communication: Compose well written responses on public and private platforms, appropriate to the full array of customer experiences.
• Facilitating customer resolution: Lead coordination of resolution for customers who require such, ensure that all relevant processes are followed to completion, and that all relevant parties have received proper communication.
• Care Team processes: Facilitate all processes developed by the Customer Care Manager for the operation of the Customer Care Department, efficiently and effectively.
• Reporting: Meet on a regular basis with the Customer Care Manager to discuss ideas and share feedback on how to improve the operations of the Customer Care Department.
• Data Gathering: Manage reports and tables that pertain to customer care processes, and systems.
• Company Encouragement: Play a regular part in motivating and encouraging the stores towards Customer Care Goals and Metrics (such as company-wide meeting talks, contests, etc.) as directed by the Customer Care Manager.
• Care Team Projects: Assume responsibility for additional projects, alongside and as specified by the Customer Care Manager.
  
  

Requirements

Required Skills/Abilities:

• Excellent verbal and written communication skills
• Excellent time management skills
• Strong customer service and interpersonal skills
• Detail-oriented, especially with follow-up processes
• Ability to work alternating Saturdays until 5:00 pm
  
  

Education/Experience

• High School Diploma or G.E.D.
• 1-3 years of experience in a customer service setting.
  
  

Physical Requirements

• Prolonged sitting and typing at a computer.
  
  

Must live between Baltimore, MD to Raleigh, NC#SPO