Customer Service Representative

Work is Sweet!

'Quality without Compromise' is not just a motto at See's Candies. It is the most important ingredient in our recipe for success. See's Candies has been in business since 1921 and maintains a reputation for producing the highest quality candy and providing superior Customer Service.
See's is a leader in the confectionary industry with over 250 retail shops across the USA. We are seeking friendly, enthusiastic individuals who are passionate about providing great Customer Service.

Job Description Summary:

Job Description:

1. Build and maintain solid customer relationships by providing excellent Customer Service to all inquiries and customer contacts via phone and/or email, with focus on See’s Core Principles.
2. Handle all internal and external Customer Service calls including order entry, processing adjustments, literature requests, tracking orders, creating new accounts and completing required paperwork.
3. Assist customers in selecting the most appropriate products and programs by tailoring recommendations to specific customer needs. Process candy and gift item orders, payment and shipping information. Utilize upselling and suggestive selling methods to achieve defined sales goals.
4. Provide effective and timely resolution for all phone order and/or email-related issues. Record customer compliments and complaints, including processing adjustments for customer complaints.
5. Assist with other related tasks as assigned by management.
6. All See’s staff must be committed to the company’s core principles and workplace values, including diversity and inclusion.

COMPETENCIES:
1. Customer centered
2. Listening skills
3. Sales focus
4. Attention to detail
5. Effective communication
6. Integrity

Minimum Qualifications:
1. Customer service experience; contact/call center environment is preferred. Sales or telemarketing experience ideal. Must be results-oriented.
2. Friendly and clear-speaking phone voice; effective verbal communication skills required.
3. Solid attention to detail; ability to work accurately with speed and professionalism. Able to convey enthusiasm for product and programs sold.
4. Demonstrated PC keyboard skills by touch; accurate typing skills.
5. Working knowledge of Customer Relationship Management systems.
6. Able to work a flexible schedule to meet the needs of the business during peak holiday seasons.
7. Proven ability to learn new technologies quickly and manage change efficiently, proactively and in a positive manner.

The total compensation package for this position may also include other elements, in addition to a full range of generous medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.