Seasonal Customer Relations Specialist

Position Summary:

Provide customer-centric assistance via phone calls, email, or live chat interactions. Serve as the initial point of customer contact for issues within the organization. Problem-solve with customers to handle and resolve complaints. Provide information in response to inquiries about products, services, current sales/coupons, and order status. Serve as a brand ambassador for our personalized products with a sense of creativity, individuality, and joy!

Essential Duties and Responsibilities:

• Complete orders while adhering to PCI regulations, maintain customer profiles, act as a product matter expert, and provide information about products, services, account information, and order status via phone, email, or live chat correspondence.
• Edit or cancel customer orders when applicable and credit/debit accounts accordingly.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Obtain details of complaints and address questions or concerns. Acquire better quality images regarding product complaints when necessary.
• Confirm that appropriate changes were made to resolve customer issues.
• Refer unresolved customer issues to designated departments for further investigation.
• Escalate irate customer concerns to appropriate customer relations personnel.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Issue shipping claims for lost or damaged goods.
• Process returned packages or orders that need to be reshipped.
• Vet and post product reviews and take necessary action to correct any negative postings.
• Post customer comments internally and perform customer follow-up if necessary.
• Perform AVS-related tasks as warranted.
• Troubleshoot technical issues to assist customers in placing orders and resetting passwords.
• Review new products once added by Merchandising Team.
• Perform additional duties as assigned.

Education and Experience:

• Education: Associate Degree preferred or High School Diploma or equivalent with call center experience will be considered.
• Experience: Two (2) years of experience working with customers. (Preferably a call center)

Knowledge, Skills and Abilities:

• Must possess strong listening skills, a professional telephone demeanor and the ability to interact effectively and tactfully with customers in a customer-focused contact center.
• Ability to work effectively in a team environment and maintain a positive attitude.
• Excellent communication skills, both verbal and written.
• Must be able to multi-task in a fast-paced environment, while maintaining a high level of accuracy and attention to detail.
• Must have a working knowledge of Microsoft Outlook and general knowledge of computer, phone system and other common office equipment.
• Must be able to adjust schedule based upon business needs during peak season(s), which includes being able to work overtime, if needed.
• Bilingual Spanish a plus, but not required.
• Online shopping experience a plus, but not required
• 'Work Remotely No