Customer Care Representative-Seasonal - Full-time

Calling all superheroes! At Shutterfly, Inc., our vision is to help people share life’s joy. We are proud to offer personalized photo products and services through our family of brands, including Shutterfly, Tiny Prints, Wedding Paper Divas and Groovebook.  Shutterfly, Inc. leads the market in digital personalized photo products and services, and we help our customers turn their precious memories into lasting keepsakes. As stewards of memories for millions of customers, we’re innovating the ways stories are shared and legacies are passed down.

That’s why our customer care teams are more like a band of superheroes. We may not wear capes, but our heroes have been known to use their super powers to go above and beyond to save our customers memories and special moments.

We’re looking for more superheroes to join our team during the holiday season. We have hundreds of seasonal contract positions open, and we’re interviewing now! Training begins in October, and the contracts last through December 2016 or January 2017. Several shifts are available. Positions will be contracted through an onsite agency, and there’s potential to convert to full-time employment depending on performance and business need.

#whatsyoursuperpower

Job Level:  Entry Level

Starting Pay:  $13.00 per hour

The Customer Care Representative is responsible for providing exceptional service to every customer and will respond to telephone, email and live chat customer inquiries in an efficient, professional and friendly manner. This is a contracted seasonal position that runs through the end of the fourth quarter. Overtime will be required along with flexibility to work weekends and evenings. Opportunities for extended assignments will be offered in a limited capacity and are based on performance.

Primary Duties:

• Respond to and resolve a high volume of inbound customer service inquires and issues via telephone, live chat and email
• Follow-up with customers regarding outstanding order issues, including customer submitted photos, personalized text and order detail information
• Adhere to department performance metrics related to contacts, quality assurance, customer satisfaction and adherence/conformance
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customer where applicable regarding products and services
• Resolve customer issues via one call resolution guidelines and/or escalated process
• Maintain a balance between company policy and customer benefit in decision making
• Identify and recommend merchandising, site usability and policy improvements, based on customer feedback
• Place, track and close orders through the internal order fulfillment system

Qualifications:

• Minimum education level, High School diploma or GED equivalent
• 1-3 years’ experience in a high-volume call center and/or e-commerce environment
• Experience with technical support and/or troubleshooting related to computers strongly preferred
• Exceptional communication and interpersonal skills
• Strong resolution management skills
• Excellent organizational skills and attention to detail
• Willingness and desire to go the extra mile for customers
• Proficient in using Web browsers, Microsoft Word, Outlook and Excel
• Background check required

To apply please click on the link below:

https://app.jobvite.com/j?cj=oZYz3fwj&s=Snag_a_Job