Seasonal Customer Service Representative

 

We are adding Seasonal Customer Service Representatives to our Marleylilly team to assist during our Peak Season. This person should be highly motivated, energetic, and organized. This individual is expected to effectively communicate with customers via various channels such as phone, text, email, chat, and social media. Looking for individuals who value customer service, apply effort, and work well with others to achieve goals.

Timeframe:

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This position would begin start in Late August/Early September and end around the end of January.

Hours:

Typical office hours at Monday to Friday from 8 AM-5 PM. This position must be flexible and available to work on nights and weekends as needed.

Job Responsibilities

• 
  Open and maintain customer accounts by recording account information

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

• Maintain financial accounts by processing customer adjustments

• Recommend potential products or services to management by collecting customer information and analyzing customer needs

• Prepare product or service reports by collecting and analyzing customer information

• Contribute to team effort by accomplishing related results as needed

• Manage large amounts of incoming calls

• Identify and assess customers' needs to achieve satisfaction

• Build sustainable relationships of trust through open and interactive communication

• Provide accurate, valid, and complete information by using the right methods/tools

• Meet personal/team sales targets and call handling quotas

• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

• Keep records of customer interactions, process customer accounts, and file documents

• Follow communication procedures, guidelines, and policies

• Go the extra mile to engage customers

• Resolve customer complaints via phone and email or social media

• Use telephones to reach out to customers and verify account information

• Greet customers warmly and ascertain the problem or reason for calling

• Cancel or upgrade orders

• Assist with placement of orders, refunds, exchanges, or cancellation of orders

• Advise on company information

• Take payment information and other pertinent information such as addresses and phone numbers

• Suggest solutions when a product malfunctions

• Attempt to persuade the customer to reconsider cancellation

• Inform customers of deals and promotions

• Sell products and services

• Utilize computer technology to handle high call volumes

• Compile reports on overall customer satisfaction

• Handle changes in policies or renewals

• Assist in adding Blooper items to the website

• Proven customer support experience

• Track record of over-achieving quota

• Strong phone contact handling skills and active listening

• Customer orientation and ability to adapt/respond to different types of characters

• Excellent communication and presentation skills

• Ability to multi-task, prioritize and manage time effectively

• High school diploma or equivalent; college degree preferred

• Familiar with CRM systems and practices

Work Environment/Physical Demands:

• 
  Office, Manufacturing, and Warehousing Environment

• Must be able to lift up to 50 pounds at a time.

• Must be able to work in a variety of weather conditions and temperatures in the warehouse, manufacturing, and office areas.

• Duties may require overtime work, including nights and weekends

• Prolonged periods sitting at a desk and working on a computer.

Marleylilly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

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