Customer Care Representative (Remote)

Position Summary:

Put your enthusiasm and ability to connect with people to work as part of the Tervis Customer Experience Team. Talk to customers (direct and indirect) across the U.S. on the phone, via email, and on live chat. Listen to each customer’s unique needs and guide them through the Tervis online shopping experience or help them resolve problems and remain loyal Tervis fans. Tervis will provide the training and growth opportunities if you provide a positive attitude, work ethic, professional demeanor, and the ability to work flexible hours.

Essential Functions:

• Promptly respond to a high volume of incoming customer requests via phone, email and online chat
• Take the initiative to follow up on ongoing issues until resolution is reached
• Maintain a positive and energetic attitude toward customers and teammates
• Independently resolve technical and customer support issues; reach out to your team and your leaders if additional support is needed
• Provide accurate responses to customer inquiries regarding product availability, features, customization, order turnaround times, and special offers
• Learn to use multiple systems to enter orders and track other customer issues
• Ensure all internal and external written communications are grammatically correct and meet Tervis brand standards and guidelines
• Recommend process improvements and work with management to implement approved new processes
• Work with team members to ensure work is evenly distributed for optimal results
• Assist other sales support teams as needed

Working Conditions:

• Works in an open environment
• Shifts may fluctuate starting at 7:00 a.m. and ending up to 11:00 p.m. during peak sales periods.
• Hours are extended (including weekends) during holidays, special events or other peak sales periods

Other duties and responsibilities:

This job description does not list all job duties. Occasionally supervisors or managers may ask you to perform other duties. Performance is measured against the tasks listed in this job description and these other duties. Management has the right to revise the job description at any time. The job description is not a contract for employment and either you or the employer may terminate employment at any time, for any reason.
Required Experience:

Preferred Skills, Education, and Experience:

• Previous experience in a customer service role a must
• Gains satisfaction from helping others, being part of a team, and growing professionally
• Excellent verbal and written communication skills
• Strong technical aptitude including web skills, experience using business software, and basic proficiency with MS Office
• Ability to learn, reference, and retain specific product information
• Fast, accurate keyboarding skills while multi-tasking
• Ability to solve problems under pressure
• Ability to analyze connections between user questions and Tervis systems and offer solutions