Member service representative

Job Description

FTD Customer Service Representatives are responsible for answering inbound calls and professionally assisting our Member Florists with statement questions and order disputes.

This is a work-from-home position.

What you will do :

• Respond to questions regarding the member's statement and florist order disputes via email and by phone as appropriate.
• Professionally respond to incoming customer calls and emails.
• Process requests using internal computer applications. Verify and validate all information provided by the member prior to submission.
• Consistently achieve key indicators and performance standards as defined by management.
• Provide customers with quality service by following the defined company policies, processes and procedures.
• Read and retain information from departmental memorandums, websites and training materials to effectively service customers.
• Participate in ongoing on-the-job training. This may include one-on-one sessions with members of management and peer coaching.
• Other duties as assigned.

What we seek :

• High school diploma or general equivalency diploma; or equivalent combination of education and experience
• Inbound call center experience desirable
• Proficient in Microsoft Office and Internet navigation.
• Clear problem-solving skills and ability to make quick decisions
• Excellent communication skills, both written and oral
• Excellent grammar skills
• Clear speaking voice
• Good listening skills
• Good typing / keyboarding skills
• Ability to handle pressure professionally and to exhibit a calm disposition
• Ability to show empathy and be persuasive
• Ability to control the call
• Good follow up skills
• Ability to use computer and keyboard for extended periods of time
• Ability to communicate verbally and in writing and to talk for extended periods of time on the phone
• Must be flexible, receptive to change, and have the ability to adapt quickly to changing business requirements

Come give FTD a look! We are an incredibly open and welcoming company come join our family! FTD, LLC is a global premier floral gifting company with a vision to be the world's leading and most trusted company in this industry.

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Last updated : 2024-05-29