Address
Form of workJob Responsibilities
- Maintain effective communication with customers to provide accurate and ongoing information as it relates to orders, promotions, shipments, product details, website questions, and returns.
- Build personal connections and relationships to promote customer retention and maintain customer loyalty.
- Meet individual and team customer-focused goals while maintaining the standard of expectations with all Key Performance Indicators (KPIs).
- Act as an ambassador for the brand and adhere to an appropriate and effective set of core values.
- Quickly and effectively apply coaching, feedback, and training to improve individual performance and customer experience.
- Ensure and maintain the safety, security, and privacy of customer information.
- During periods of training or due to business needs, agents will be expected to take interaction types that may include phone calls, chats, SMS messaging, and emails.
- Complete additional tasks as requested to support business needs.
Qualifications and Skills
- Strong communication (verbal, listening, and written) and interpersonal skills.
- Ability to successfully work in a fast-paced, ever-changing environment while meeting performance expectations and goals set by the business.
- Strong ability to comprehend new information, diagnose problems, and provide appropriate resolutions.
- Ability to sit for long periods of time.
- Ability to learn new software and applications.
- Ability to handle and resolve conflict positively and in a calm, professional manner.
- Ability to work both independently and in a team environment.
Job Requirements
- Ability to speak and type fluently in English.
- Ability to speak and type fluently in Spanish.
- Meet minimum requirement for words per minute on a typing evaluation.
- Must be able to work various 8 hour shifts during within the following hours of operation: 10am-7pm Sunday, 7am-8pm Monday - Friday, and 9am-6pm Saturdays.
- Willing to participate in recurring performance-based schedule bidding.
Work From Home Requirements
- A dedicated, secure, and distraction-free workspace.
- A desktop or laptop (with latest Operating System installed). No tablets or Chromebooks.
- 2 functional monitors (a laptop and a monitor or a desktop and 2 monitors).
- A cell phone with an active service with a cell phone provider and a cell phone charger.
- A web camera (an integrated web camera is permitted), a cell phone headset or USB headset with a microphone, and an external mouse.
- A stable and reliable internet connection of 50Mps download speed and 5Mps upload speed (check your internet speed at speedtest.net). Cannot use public Wi-Fi.
- All items above are at the employee’s expense and will be verified during the hiring process.
