Temporary Customer Call Center Specialist - Remote in commutable distance to Bethesda, Maryland
Total Wine & More
Work Remote but commutable to Bethesda, Maryland
We're looking for Temporary Remote Full-Time Team Members who are passionate about delivering exceptional customer experience to join our Customer Care Center team! You will work with our guests and store teams by phone, email, live chat, and social media to provide first contact resolution. If you have a sense of empathy when engaging with people along with the ability to manage multiple, concurrent issues while working collaboratively with other departments, this would be a great role for you. This is a temporary position with the potential to transition to permanent in the future. The home office for this role is based in Bethesda, MD.

You will

• Work with customers to resolve issues on the first interaction and follow-up with those requiring additional information
• Partner with other teams to gather information for customers and projects
• Work with customers to identify products and quantities to make their events a memorable experience
• Build relationships with customers by providing a positive and informative experience
• Use internal tools and systems to manage a productive work flow
• Partner with customers through their preferred method i.e. phone, email, chat, or social media
• Build lasting relationships with store teams by supporting them through phone and email for web orders and guest relations
• Document all communications with customers to promote a consistent experience across all touch points

You will come with

• Must be 21 years of age or older
• 2 years in high-end retail or guest services/restaurants/hotels
• 2 years in a contact center or guest service environment
• A team player mentality
• Experience developing solutions and solving problems
• Technologically proficient and customer-focused
• Must be punctual with attendance and shift start
• Certificate of training in a customer service program or prior customer service experience desired

Additional Requirements (with or without accommodations)

• This is a temporary full-time position (40 hours per week) and may require evenings (until 12 AM EST) and weekend work
• Opportunity to work overtime as needed
• Flexible schedule required
• Needs to be able to perform all job responsibilities from home with future ability to transition into the Bethesda, MD corporate office environment when needed. Job requires high-speed internet.