Customer Service Agent I

Description

Job Title: Customer Service Representative   

Marleylilly has a growth-mindset and is quickly becoming a leader in personalized apparel and accessories. We are adding a Customer Service Representative to our Marleylilly team. If you are enthusiastic, hard-working, and thrive in a fast-paced environment, this is the right place to accelerate your career!

Job Responsibilities

• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintain financial accounts by processing customer adjustments
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone and email or social media
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain the problem or reason for calling
• Cancel or upgrade orders
• Assist with placement of orders, refunds, exchanges, or cancellation of orders 
• Advise on company information
• Take payment information and other pertinent information such as addresses and phone numbers
• Suggest solutions when a product malfunctions
• Attempt to persuade the customer to reconsider cancellation
• Inform customers of deals and promotions
• Sell products and services
• Utilize computer technology to handle high call volumes
• Compile reports on overall customer satisfaction
• Handle changes in policies or renewals
• Assist in adding Blooper items to the website

Qualifications

Job Requirements

• Proven customer support experience
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• High school diploma or equivalent; college degree preferred
• Familiar with CRM systems and practices

Work Environment/Physical Demands:

• Office, Manufacturing, and Warehousing Environment
• Must be able to lift up to 50 pounds at a time.
• Must be able to work in a variety of weather conditions and temperatures in the warehouse, manufacturing, and office areas.
• Duties may require overtime work, including nights and weekends 
• Prolonged periods sitting at a desk and working on a computer.

Benefits & Perks:

At Marleylilly, your health and well-being are important to us!    

Benefits for all Marleylilly Team Members: 

• Participation in our 401k retirement savings program, if you are 21 years or older.  Marleylilly will match 100% of the first 4% of the employee contribution.  Employees are immediately vested in 100% of the company match. 
• Employee discount program on our merchandise
• Employee Assistance Program for counseling and assistance
• Perks such as unlimited coffee and soda at work, periodic meals being provided by food trucks or catering, company events, yard sales, and more  

Benefits that can be selected and contributed to, exclusively for full-time team members (Full-time employees must work at least 30 hours or more per week, every week):

• Medical insurance (both employee paid portion and employer paid portion)
• Dental, Vision, Short-term disability, Critical Illness, etc.
• Prescription Drug coverage through Optum RX
• Telemedicine for 24-hour, 7 day a week, 365 days a year assistance

Benefits paid for by Marleylilly on your behalf:
 

• Group Life Insurance coverage of $10,000 and Accidental Death and Dismemberment (AD&D) coverage of $10,000

Marleylilly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.