POSITION SUMMARY The Customer Service Specialist acts as primary contact for brand Account Executive, retail, wholesale and end consumer customer questions and concerns. ESSENTIAL JOB FUNCTIONS > Handles inbound and outbound calls, emails and chats from multi-channeled contacts in an unscripted call center environment o Responds to customer inquiries and concerns. Troubleshoots issues and determines best path for resolution utilizing quality metrics established by management to provide a consistent customer service experience o Effectively communicates accurate information to the customer and conducts the appropriate customer follow up whenever required o Initiates resolution forms and tracks call types > Achieves personal and team performance objectives and standards > Other activities as assigned by management The shift for this role is Monday to Friday 10:00 a.m to 6:00 p.m.
KNOWLEDGE, SKILLS & ABILITIES > Must be comfortable with technology and technical products > Excellent written/verbal and follow-up/time management skills > Working knowledge of and skill in using MS Office - Word, Excel - required. Relevant SAP experience preferred > Ability to quickly learn a new database computer program quickly required > Ability to adeptly multitask and prioritize as necessary with strong attention to detail > Must be open to coaching and constructive feedback to improve their own performance and to enhance the overall performance of the team EDUCATION AND EXPERIENCE > Minimum of 3 years prior customer service experience in a high volume, unscripted call center environment required > Previous experience responding to customer "Chat" messages in an unscripted manner required > High school diploma or GED required