Customer Service Representative And Front Desk Associate

Job Details
Job Location
Quality Gold, Inc.-Fairfield, OH - Fairfield, OH
Position Type
Full Time
Education Level
High School
Travel Percentage
None
Job Shift
Day
Job Category
Customer Service
Description
Quality Gold, Inc. is a family-owned global company founded in 1979. We are headquartered in Fairfield, Ohio, and operate within the United States, Canada, and India. As a wholesale distributor and manufacturer, we offer more than 165,000 jewelry and gift products that are available to ship same day, and more than 150,000 items that are available via special order. We actively serve more than 15,000 retailers across the United States, its territories, and Canada.
At Quality Gold, we're not just about delivering high-quality solutions and services in the jewelry wholesale industry - we're about growth and innovation. As a company that's constantly expanding, we're at the forefront of technology, providing cutting-edge services to our ever-growing clientele. Our business has been built on a commitment to provide the largest selection of products, the best service, and the best value to our customers. We're looking for energetic and dedicated team players to contribute to our upward trajectory and play a key role in our journey towards even greater success.
BENEFITS: We offer a comprehensive benefits package that includes the following: Medical, dental, and vision insurance, along with life insurance and short/long term disability, available to you on the first of the month following your start date. Paid Time Off (PTO) that starts accruing on your first day of employment and increases after six years of service. Company 401(K) program with company matching that you are eligible to participate in the first of the month following three months of employment. Profit sharing, supplemental insurance, employee discount and referral program, employee assistance program, and more!
Summary:
Interact in person or over the phone with a friendly and positive approach with customers to provide information in response to inquiries about products and services, resolve customer issues and place customer orders utilizing a strategy that ensures customer satisfaction.
Essential Functions:

• Welcome guests, customers, employees, and applicants with scheduled appointments and notify appropriate individuals of the guest(s) arrival.
• Assist local customers with order pick-ups and process payment of orders as necessary.
• Process and mail customer packets for refining the program.
• Process customer returns by identifying the product or possible defects, locating invoices in the company database, applying credit to the customer account, and processing the merchandise returned.
• Answer customer inbound phone calls utilizing a script for the initial part of the phone call and throughout the call to verify accurate account information, ensure proper approvals for ordering and accurate information is received, and enter the order into the Company's ordering system correctly.
• In a pleasant manner, interact with customers by telephone or in person to provide information about products or services, check product availability, take or enter orders, cancel orders, confirm shipments and ship dates, and assist the customer with complaints or questions about company products.
• Assess customer needs and reactions and adjust communication style to ensure customer satisfaction.
• Regular attendance and compliance with the Company's handbook policies and procedures.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Competencies:

• Strong communication skills with the ability to control the conversation, convey ideas and support customer need in a way that satisfies the customer.
• Ability to adjust communication style to turn a negative customer experience into a positive experience.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Ability to use logic and reasoning to identify problems and review related information to develop and evaluate options and implement solutions.
• Knowledge of window's operating system and the internet.
• Basic mathematics knowledge to solve problems.
• Alpha and numeric data entry skills.
• Ability to learn extensive product information.

Supervisory Responsibilities: No supervisory responsibilities
Work Environment:
This position works in a climate-controlled office environment with an individual cubicle space and a shared FRONT DESK space when working the FRONT DESK. Background noises and conversations can be heard in the work area. This position is not remote.
Physical Demands:

• Sitting at a desk, using a computer keyboard and mouse and viewing a computer screen for long periods of time.
• Lift up to 10 pounds.
• Active listening utilizing a phone headset.
• Reaching, grasping, and bending.
• Ability to speak for long periods of time.
• Ability to view a computer screen for long periods of time.

Position Type and Expected Hours of Work:
Hours are Monday through Friday 9:00 a.m. to 5:30 p.m. Hours vary based on FRONT DESK coverage responsibilities. Overtime hours and Saturday hours are required between Thanksgiving and Christmas.
Travel: 0% Travel
Required Education and Experience:

• High School Degree or GED

Preferred Education and Experience:

• Previous experience working with customers face to face, telephonically, or in a call center.
• Previous experience or knowledge of jewelry, including stone settings, precious metals, stones, weights, sizes, etc.

Equal Employer Opportunity Statement:
The Company prohibits discrimination and harassment of its employees or applicants based on a person's age, disability, gender, gender identity, national origin, race, color, religion, sexual orientation, veteran status, or any other protected group status.
Other Duties:
This job description is not intended to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.