What are the responsibilities and job description for the Customer Service Representative position at FOCO?
This is an on-site role in our Piscataway, NJ location.
About Us:
Team Beans/Forever Collectibles, LLC (FOCO) is a worldwide leading manufacturer of sports and entertainment merchandise. Our products range from collectibles and novelty items to promotional memorabilia. With major sports licenses at our fingertips and a powerful infrastructure, we're reaching new heights every day. FOCO's success is directly related to bringing fresh designs and manufacturing techniques to categories in need of innovation. We're constantly searching for dedicated professionals to join and grow our team.
Job Summary:
We seek a passionate sports fan and motivated Onsite Customer Service Representative to provide an unforgettable experience for all customers. In this role, you'll provide outstanding support to fans worldwide, ensuring their inquiries and issues are resolved promptly and effectively. Your ability to connect with customers and represent our brand values will maintain our reputation for excellence.
Key Responsibilities:
- Customer Support: Assist customers via chat, email, and phone, addressing questions about products, orders, and policies via Zendesk. Ensure tickets are answered on-time with excellent customer service.
- Problem Resolution: Handle customer complaints and issues with empathy, resolving them swiftly and efficiently for customer satisfaction.
- Product Knowledge: Maintain strong understanding of our product line to provide accurate information and recommendations to customers.
- Order Management: Process orders, returns, and exchanges in a timely manner, accurately recording transactions and communicating with the customer.
- Feedback Collection: Gather customer feedback to improve services and product offerings, sharing insights with the management team.
- Team Collaboration: Work closely with sales and logistics departments for a seamless customer experience.
- Brand Representation: Uphold company values and mission in every customer interaction, promoting a positive professional image of the brand.
Qualifications:
- 2 years of customer service experience
- Experience with Zendesk and Shopify is required
- High school diploma or equivalent
- Fluency in English
- Strong communication skills, both verbal and written
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously
- Proficient in using customer service software and Microsoft Office Suite
- Possession of passion for sports and understanding of our product offerings is a plus
- Must be able to pass a background check
- Flexibility to work various shifts, including weekends and holidays
- Show up for work
- Come on time and be committed to being your best
What We Offer:
- Competitive salary and benefits package
- Opportunity to work in a vibrant, sports-focused environment
- Climate-controlled office setting
- Career growth and development opportunities
- Employee discounts on our products
- A supportive team culture that values collaboration and innovation
Fearless candidates should try out at FOCO. Our team is passionate, talented, unified, and driven to create the fan experience of tomorrow.
