Customer Service Representative

We are seeking a candidate with Customer Care experience who can demonstrate professionalism, warmth, and enthusiasm in providing exceptional customer service to our customers.

Position:

Temp to Hire - Please note that traveling is a requirement for this position once they are hired. Attendance is strict Monday through Friday 8:30am to 5:30pm.

Bilingual:

Required (Spanish, Chinese, Vietnamese, or Tagalog)

POSITION OVERVIEW

The Customer Care Associate (CCA) has a passion for taking care of customers. The Customer Care team processes a large volume of orders placed over email, fax, phone, and in person, researches and solves customer problems, processes returns and works on custom/special orders. The CCA loves to work within a team to exceed customer expectations. This person is motivated by and able to thrive in a fast-paced, start-up, environment with little structure and requiring a lot of initiative. The successful CCA ultimately develops a comprehensive understanding of the product and department policies and is able to recognize issues that should be escalated to the manager/supervisor for resolution.

REPORTS TO

Manager, Customer Care

ESSENTIAL

FUNCTIONSReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Research and resolve customer inquiries.

Interact with customers to provide information in response to inquiries, concerns, and requests about products and services, including following through to completion on product returns and claims. A reply with solution is expected for most customer requests within two business days to customers, sales reps and internal departments.

Work with sales representatives, accounting, and the shipping department to process customer requests and concerns. Confirm orders, obtain payment information, and documents. Respond to customer questions efficiently and effectively through the use of active listening, personalization techniques and focusing on adding value.

Build formal and informal relationships with customers and internal team members to drive customer loyalty and retention. Manage assigned accounts and review their performance. Provide supervisor/manager with timely updates on order processing, shipping, and back orders.

May be asked to back up the front desk receptionist for a limited time, including greeting visitors, triaging phone calls, and other administrative tasks.

Participate in tradeshows and showroom set-ups. Engage and work with customers face-to-face.

Operate as a team player. Work together to drive solutions for the long-term success of Allstate Floral and its customers.