Customer Care Representative 10-7 - Rokky Brands : Job Details

Hours: Monday - Friday, 10:00 AM - 7:00 PM Training Hours: Monday - Friday, 8:00 AM - 5:00 PMEssential Duties and ResponsibilitiesTo perform the job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Duties and responsibilities include the following, other duties may be assigned:

• Answer inbound and place outbound calls.
• Handle consumer chats and email correspondences.
• Enter orders as needed.
• Acquire a working knowledge of product lines and be able to suggest alternate selections and upgrades as needed.
• Offer feedback to E-commerce department regarding consumer's experience while interacting with company websites.
• Help to troubleshoot, understand and fully document any web issues before getting it to the correct technical resource for resolution.
• Track any problems or complaints to final resolution within a designated time frame
• Provide callers with accurate information and/or refers their requests to the appropriate department or responsible person.
• Work to convert call and chat inquiries into sales.
• Process consumer returns as needed.

In addition to the requirements listed below, the following are representative of the knowledge, skill, and/or ability required.

• Associate's degree (A. A.) or equivalent from two-year College or technical school; or two (2) to four (4) years related experience and/or training; or equivalent combination of education and experience.
• One (1) to two (2) years of call center experience.
• Intermediate level of skill in Microsoft applications including Word, Excel, PowerPoint, and Outlook; strong experience using web-based service and/or ecommerce tools.
• Strong oral and written communication and telephone skills.
• Strong organizational skills with the ability to multitask and demonstrated ability to work in a fast-paced environment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)