Seasonal Full Time Customer Service Representative (Hybrid)

Tervis first introduced America to our iconic insulated drinkware in 1946. Since then, we’ve continued to delight our customers with thousands of creative designs and customizable options, hundreds of licenses, innovative new products, and a total commitment to sustainability and responsibility. We make drinkware with personality for use at home and on the go, available in official Tervis stores around the country, on our website 24/7, and through partnerships with premium retailers nationwide.

To be successful at Tervis you’ll need to: Act with Accountability, Improve Continuously, Communicate Thoughtfully, Forge Partnerships, Foster Trust, and Develop Yourself.

The Seasonal Customer Service Representative position is expected to go through end of 2023 based on business needs. Tervis is a highly gifted product and through the holiday season we always need additional support to ensure our consumers are able to get their gifts ontime. This position has the potential to become a Full-Time role in 2024 based on business needs.

Position Summary:

Put your enthusiasm and ability to connect with people to work as part of the Tervis Customer Experience Team. Talk to customers (direct and indirect) across the U.S. on the phone, via email, and on live chat. Listen to each customer’s unique needs and guide them through the Tervis online shopping experience or help them resolve problems and remain loyal Tervis fans. Tervis will provide the training and growth opportunities if you provide a positive attitude, work ethic, professional demeanor, and the ability to work flexible hours.

Essential Functions:

• Promptly respond to a high volume of incoming customer requests via phone, email and online chat
• Take the initiative to follow up on ongoing issues until resolution is reached
• Maintain a positive and energetic attitude toward customers and teammates
• Independently resolve technical and customer support issues; reach out to your team and your leaders if additional support is needed
• Provide accurate responses to customer inquiries regarding product availability, features, customization, order turnaround times, and special offers
• Learn to use multiple systems to enter orders and track other customer issues
• Ensure all internal and external written communications are grammatically correct and meet Tervis brand standards and guidelines
• Recommend process improvements and work with management to implement approved new processes
• Work with team members to ensure work is evenly distributed for optimal results
• Assist other sales support teams as needed

Working Conditions:

• Works in an open environment
• Hybrid position - 1 day per week onsite from Tervis HQ, 4 days per week working from home
• Shifts may fluctuate starting at 7:00 a.m. and ending up to 8:00 p.m. during peak sales periods.
• Hours are extended (including weekends) during holidays, special events or other peak sales periods

Other duties and responsibilities:

This job description does not list all job duties. Occasionally supervisors or managers may ask you to perform other duties. Performance is measured against the tasks listed in this job description and these other duties.

Management has the right to revise the job description at any time. The job description is not a contract for employment and either you or the employer may terminate employment at any time, for any reason.
Experience and Skills:

• Previous experience in a customer service role a must
• Gains satisfaction from helping others, being part of a team, and growing professionally
• Excellent verbal and written communication skills
• Strong technical aptitude including web skills, experience using business software, and basic proficiency with MS Office
• Ability to learn, reference, and retain specific product information
• Fast, accurate keyboarding skills while multi-tasking
• Ability to solve problems under pressure
• Ability to analyze connections between user questions and Tervis systems and offer solutions

• Pay Rate - $17.00 per hour
• Employee discount on Tervis products
• Paid Holidays