ShopNBC Customer Service Representative (Wed-Sat 9:30-8pm)

Job Title: Customer Service Representative

Location: Brooklyn Center

Department: Customer Service

Reports to: Customer Service Supervisor

Supervises: None

 

 

Position Overview:

Provide excellent service to our customers by responding to their order concerns, researching customer inquiries, upselling, and making outbound calls as follow-up. Ability to communicate to a variety of audiences and different levels within organization

 

Success Attributes:

Excellent interpersonal skills and strong telephone etiquette

Excellent time management skills, the ability to multi-task and work in a fast paced environment

Professional, flexible and positive team player that is self-directed and self-motivated

Ability to effectively perform role using decision-making skills and other resources

Confidence navigating the Internet and a willingness to learn new technologies

Strong writing, grammar, and proofreading skills

Ability to communicate and manage conflict resolution in a professional manner

Regular attendance and the ability to work flexible hours including Saturdays and Sundays

 

Essential Functions:

 

Principle Accountabilities & Authorities:

Answers incoming calls and responds to the customer’s questions and concerns regarding the order process

Researches customer inquiries and enters notes in the system to facilitate assisting the customer

Completes follow up outbound calls as needed to keep customers informed

Demonstrates professionalism by creating a positive image for ShopNBC on all calls and emails

Maintains and effectively articulates a thorough knowledge and skill base for policies, procedures, and computerized information systems

Attendance at team meetings and ongoing training is required

Supports other areas of the department and company as needed

Contributes to the team and the department in a positive and constructive manner

Provides a superior customer service experience to both internal and external customers

Other duties as assigned

 

Travel:

None



 

Career Path:

Customer Service President’s Line Representative, COR Representative, SME, Customer Service Coach,  QA Coach

 

Qualifications:



 

Education:

High School diploma or GED



 

Experience:

At least six months customer service or related experience

Basic knowledge of customer service and shipping terms

Familiar with keyboard and basic computer skills – including Windows based programs