Digital Support Specialist

Digital Support Specialist
At Russell Stover, not only do we love chocolate, but we love our jobs! Every day we go to work exhibiting our values of excellence, innovation, entrepreneurship, responsibility, and collaboration. Working at Russell Stover you'll be part of the leading manufacturer of boxed, seasonal, and sugar-free chocolates. For over 100 years, Russell Stover Chocolates, Whitman's, and Pangburn's have been crafted with the finest ingredients to bring happiness to generations. Today, we produce over 55 million pounds of chocolate annually, and our legacy brands can be found in 13 company-owned stores and over 9,000 wholesale accounts. Join our team and let's continue making chocolate lovers happy!
A day in the life...
The Digital Support Specialist serves customers by providing sales, product and service information via social media, email contacts and inbound phone calls while meeting company expectations to generate added sales revenue. This position also addresses and resolves product and service issues fairly and equitably for our customers and our company. Given the sensitive nature of some of the contacts the role requires empathy, composure and professionalism. This position may also be responsible for handling a large volume of data that must be processed every day while working work with customers to solve issues. Friendly, courteous, efficient, and cooperative service must be provided to both internal and external customers. This position will ensure that interactions with customers are handled professionally, with high quality and performance standards, therefore providing an impeccable customer experience.
What you will be doing...

• Exceptional interpersonal and communication skills are required to effectively interact with company personnel at all levels
• Responsible for support issues
• Resolve product and service issues.
• Check to ensure that appropriate changes are made to resolve customers' problems.
• Assist with the internet help line by answering customer questions with regard to website usage and order placement.
• Achieve high level of customer service and all quality goals by providing efficient, timely, accurate, and engaging service while focusing on the customer.
• Retain ownership of customer issues to satisfactory completion and know to escalate when appropriate, referring unresolved customer grievances to designated departments for further investigation.
• Recognize and alert supervisors of trends in customer calls.
• Process incoming orders. Answer customer questions regarding products and services.
• Update customer information and preferences.
• Ask questions and educate customers with a strong ability to listen and overcome objections.
• Processes transactions; accurately recording and updating actions and outcomes; complete all customer follow-up work.
• Maintain knowledge of products, services, and promotions.
• Transfer customer contacts to appropriate departments based on customer needs.
• Deliver service in an efficient and effective manner in accordance with established procedures and goals.
• Other duties as assigned.

Do you have what it takes?
(Basic Qualifications)

• High School Diploma or GED
• At least 18 years of age

Do you stand above the rest?
(Preferred Qualifications)

• 6 months to 1 year call center or customer service related experience
• Strong telephone and interpersonal skills
• Good written and verbal communication skills
• Experience using Web based sales systems
• Proficient computer skills
• Ability to establish rapport with customers
• Problem solving
• Strong listening skills
• Experience using Web based sales systems

At Russell Stover Chocolates, we don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Russell Stover Chocolates is proud to be an equal-opportunity workplace and is an affirmative action employer.
We provide equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law.
Employment by Russell Stover Chocolates is contingent upon I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification, and satisfactory reference and background checks.
Make Happy. Work Happy.