Customer Experience Specialist

JOB OPPORTUNITY
The Customer Experience Specialist provides a high level of customer service by responding to customer questions, issues, problems and complaints for all brands within the 1-800-Flowers.com Family of Brands. The Customer Experience Specialist must be proficient in multiple customer contact areas and multiple order and customer service platforms. This includes but is not limited to: processing orders, maximizing sales, replacements, change of addresses, adjustments, product questions, policies and questions about charges. In addition, the Specialist will also play an integral part in analyzing customer data and work on Enterprise Projects for the 1-800-Flowers.com Family of Brands. The associate will be responsible for resolving customer issues while providing consistent, accurate, courteous, efficient, and timely customer care delivered in a prudent financial manner which benefits customers, associates, shareholders and the company.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide customers with product information answer a multitude of inquiries and apply creative problem-solving techniques when trying to meet customer expectations through utilization of computer resources and catalog materials.
• Process customer orders and catalog requests while maintaining a high level of accuracy.
• Solicit sale of new or additional services and products.
• Assist with other projects, programs and in other departments as needed.

QUALIFICATIONS

• Education – High School Diploma or equivalent, vocational training, job-related course work and or equivalent work experience
• Experience – Some previous work-related knowledge, skills or experience desirable.
• The Customer Experience Specialist will maintain confidentiality regarding customer accounts and company information. In addition, demonstrate the ability to work in and contribute to a team-oriented atmosphere.

KNOWLEDGE, SKILLS AND ABILITIES

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records.
• Mathematics — Knowledge of arithmetic (add, subtract, divide and multiply).

SKILLS

• Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Speaking – Talking to others to convey information effectively.
• Time Management – Managing one's own time.
• Service Orientation – Actively looking for ways to help people.
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Learning Strategies — Selecting and using training/instructional methods and procedures appropriate for the situation when learning.
• Writing — Communicating effectively in writing as appropriate for the needs of the audience.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

ABILITIES

• Oral Comprehension – The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression – The ability to communicate information and ideas in speaking so others will understand.
• Deductive Reasoning – The ability to apply general rules to specific problems to produce answers that make sense.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Speech Clarity — The ability to speak clearly so others can understand you.
• Speech Recognition — The ability to identify and understand the speech of another person.
• Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Near Vision — The ability to see details at close range (within a few feet of the observer).
• Written Comprehension – The ability to read and understand information and ideas presented in writing.
• Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

PHYSICAL DEMAND AND WORK EFFORT

• Must be able to sit for extended periods of time during work shift.
• Must be able to lift, push and pull up to 10 pounds occasionally when utilizing catalog materials and workstation supplies.
• The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during normal performance of the job.
• Compliance with company attendance standards.

**NOTE: This position profile should not be construed to imply that these requirements are the exclusive standards of the position.

Job Type: Full-time

Pay: $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

Ability to commute/relocate:

• Jericho, NY 11753: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Jericho, NY 11753