Customer Service Representative

Scrapbook.com is the most visited papercrafting website and store in the world, happily welcoming millions of crafters every month. At Scrapbook.com, we are passionate about empowering beautiful, meaningful, handmade creation and everything we do is focused on that. In the digital age, living a handmade life is more important than ever. Crafting makes you happier, healthier and more connected and we're here to help you create.

Important Note about Working at Scrapbook.com:

Scrapbook.com isn’t for everyone. We hold ourselves to a higher standard than most. You will be expected to embrace the Scrapbook.com culture and embody our company’s core values.

• Trusting Teamwork: We do our best, care about one another and trust each other.
• Intentional Integrity: We honor our word and, if we’re out of integrity, we make it right.
• Innovative Problem Solving: We fearlessly identify issues, then prioritize and solve them with the right solutions for our unique business.
• Healthy Humor: We laugh together and are warm and friendly.

Before you apply, be sure you share Scrapbook.com’s core values.

How this position fits at Scrapbook.com: Full-time, M-F one Saturday shift every 5 weeks, In-House

As the Customer Service Representative, you will work on-site, full time, at our headquarters in Gilbert, Arizona. The schedule is Monday through Friday from 8:00 am - 4:30 pm with a rotating Saturday required every five weeks.

The mission of the Scrapbook.com Customer Service Representative is to serve customers by ensuring they feel understood and supported, and by appropriately resolving their concerns in a way that leads to inspiring and delightful shopping experiences.

Core priorities are as follows:

• Respond to every customer issue promptly, empathetically, cheerfully, and helpfully.
• Provide accurate and appropriate resolutions, ensuring all promises made to customers are fulfilled while also supporting the best interests of Scrapbook.com.
• Communicate recurring issues or trends with the relevant department and collaborate toward long-term solutions.

Outcomes

• Will make each customer feel understood, satisfied, and empowered to accomplish their “job to be done”.
• Will ensure every customer receives a response within one business day.
• Will appropriately tag every conversation to support tracking trends, organizational learning and opportunities.
• Will work all issues to full resolution. If resolution requires another department, the CSR will provide clear documentation, root causes, and relevant context to support a timely handoff.
• Will ensure all processes are clearly documented, updated immediately when changes occur, and regularly reviewed for improvement.
• Will collaborate with colleagues and actively support their growth through peer learning and training when applicable.
• Will take on other jobs as assigned.

You Value:

• Trusting Teamwork: We do our best, care about one another, and trust each other.
• Intentional Integrity: We honor our word, and if we're out of integrity, we make it right.
• Innovative Problem Solving: We fearlessly identify issues, then prioritize and solve them with the right solutions for our unique business.
• Healthy Humor: We laugh together and are warm and friendly.

You Exemplify:

Empathy: You seek to understand people first and validate feelings before seeking to solve problems.

Technology Expertise: You are able to quickly understand new technology. Will quickly learn the Scrapbook.com website, backend programs, processes, and how various customers interact with the site, make purchases, and experience everything from pre-order to purchase to package delivery to post-delivery interaction. You search deep to identify root causes of issues and leave no stone unturned.

Awareness: You continually educate yourself on companywide direction and issues, including marketing promotions, product issues, company policy, and goals.

Judgment: You know the fine line between seeking to help our customers and protecting the best interests of Scrapbook.com.

You Meet the Following Requirements:

• High School Degree or equivalent required.
• Minimum of 1-2 years Customer Service experience in an office environment utilizing email and phone communications.
• Proficient with technology and software to include Google Suite, and phone and email platforms.
• Excellent communication skills both written and verbal and able to convey a warm and friendly tone with our customers.
• A passion for paper crafting is preferred.

Scrapbook.com is proud to be a Top Workplaces Award recipient! This recognition reflects our strong, positive culture and our exceptional colleagues who embody our Core Values.

We offer a competitive benefits package including 100% paid medical and dental insurance for our employees, along with a 401k match, and an employee discount.

If you are a customer service professional looking for a challenging role in a positive work environment, we encourage you to apply.