What are the responsibilities and job description for the Guest Services Representative position at Stonewall Kitchen LLC?
Description
The Guest Services Representative is responsible for providing exceptional customer service and problem resolution working directly with guests.
JOB SUMMARY
- Take and process orders via phone, fax and mail including entering into computer, providing information and follow up regarding orders and inquiries.
- Proactively manage customer complaints and concerns.
- Maintain and enhance positive relationships with retail guests, including providing information on new products, updates on procedural changes, etc.
- Promote sales through actively selling specials and other suggestive selling techniques such as upselling.
- Understand all shipping processes and guide guests to most appropriate method for their needs.
- Consistently represent Stonewall Kitchen’s commitment to the highest level of service through correspondence with guests as necessary by letter or email.
- Process e-mails from the Guest Service queue.
- Support Stonewall Kitchen’s commitment to Customer Service by critically reviewing company materials (Catalog / Internet) and communicating errors found.
Requirements
1. High school diploma or equivalent and 1-2 years of customer service and/or retail experience
2. Must be able to listen well and have patience and a calm manner with guests
3. Excellent proven communication skills – oral and written
4. Must have the ability to deal with conflict and be creative in solving problems
5. Computer literacy (Microsoft Office preferred)
6. Must be flexible and able to handle multiple tasks simultaneously
7. Must be able to sit at a desk for several hours at a time, and be able to climb stairs
