Customer Care Specialist (Hybrid)

What You’ll Do:

You will be responsible for helping and problem solving with our customers via phone, email or chat. Inquiries will range from website assistance, order questions and issues, shipping questions, product questions, events questions, and some accounting questions.

This is a hybrid job; once fully trained will shift to remote with occasional onsite needs.

Your primary duties will include:

• Greet customers warmly and ascertain problem or reason for calling, emailing or chatting
• Assist with processing quotes, placement of orders, refunds, returns or exchanges
• Manage large amounts of inbound and outbound inquiries in a timely manner
• Identify customers’ needs, clarify information, research every issue, and provide solutions.
• 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
• Suggest solutions with product issues
• Work with department head to ensure proper customer service is being delivered
• Shift between various systems to help resolve customers issues
• Guide customers through troubleshooting, navigating the company website or using the products or services
• Performs other related duties as assigned or requested
• The company reserves the right to add or change duties at any time

Where You Shine:

• 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

Your Experience:

• 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 handling skills and active listening
• Familiarity with CRM and/or Zendesk systems and practices a plus

Physical Demands of the Position:

• Must be able to remain in a stationary position 50%
• Ability to lift 25-pound boxes to a height of 3-4 feet and load them into trucks or onto pallets
• 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.

Location:

Sanford, Florida