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in Marietta, GA

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Hours Full-time, Part-time
Location Marietta, Georgia, United States
Marietta, Georgia

About this job

PURPOSE

This position is responsible for answering incoming calls from customers who desire to place orders, respond to inquiries and invoice questions, handle customer complaints, troubleshoot problems and provide product information. In addition, navigate and utilize the company's web site timely with proficiency and accuracy.

ESSENTIAL FUNCTIONS

Customer Service

• Provide customers with excellent service via the phone, email and chat
• Utilize and navigate the company's website in order to provide customers with an exceptional shopping experience
• Handle customer orders from order inception to completion (including follow-up)
• Communicate with store personnel regarding customer orders and logistics
• Handle customer complaints in a professional, courteous and timely manner
• Handle online chat customers through the website
• Handle store support calls
• Responsible for helping to maintain internal CRM system
• Handle escalated customer issues as needed
• Provide support to Level 1 and Level 2 associates

Additional Responsibilities for Level 3

• Handle Web Damage Claims
• PRO customer support
• Assist Supervisors
• Preliminary escalations management
• Accounting support

Job Requirements

MINIMUM ELIGIBILITY REQUIREMENTS

• High School diploma or equivalent
• 1-2 years of experience in a high-volume call-center
• Excellent communication skills (verbal and written)
• Knowledge of office and clerical processes
• Demonstrated knowledge of customer service principles and practices
• Strong computer skills including MS Office with the ability to learn customer service software applications
• Must be able to type 35 WPM.
• Must possess excellent phone etiquette and customer service skills
• Knowledge of supply chain logistics preferred
• Must be detail oriented and highly organized
• Ability to multi-task, meet call-center metrics and work well in a fast paced environment

WORKING CONDITIONS (TRA

• This position is hourly, knowing it may include hours which exceed eight hours in a day or fortyhours in a week
• The noise level in the work environment is typically quiet to moderate

PHYSICAL/SENSORY REQUIREMENTS

Sedentary Work - Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of forcefrequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of thetime, but may involve walking or standing for brief periods of time.