Customer Service Associate

Description

GENERAL SUMMARY

The Customer Service Associate is responsible for serving customers by phone, email, and live chat by placing orders, offering recommendations, resolving customer service incidents, and providing accurate information about the company and its policies. Additionally, he/she consistently contributes to a positive team environment while demonstrating an awareness of company culture and goals.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Consistently provides superior customer service to customers via phone, email, and chat functionality.
• Adopts a welcoming, considerate, and proactive approach to serving customers’ needs.
• Responds promptly and courteously to all inbound customer service inquiries.
• Contributes to a positive team environment; proactively offers assistance to colleagues, maintains open communication, and demonstrates awareness of company culture and goals.
• Accurately generates all types of transactions: general sales, pre-arrival orders, customer profile updates, local delivery and shipping orders, wine club enrollments, etc.
• Provides solutions to a variety of customer service incidents (e.g., incorrect order fulfillment, failed shipment/delivery, payment issues, etc.) in a courteous and professional manner.
• Manages challenging customer interactions in a professional manner; employs diplomacy and creative thinking to reach solutions.
• Develops expertise in domestic and international shipping protocols including order generation, scheduling, regulations, insurance, tax rates, weather warnings, scheduling, and fulfilment logistics.
• Proactively monitors and responds to the company’s customer service email inbox, web-based help desk application, and chat.
• Understands when to escalate complex orders/transactions and customer service issues and does so appropriately.
• Communicates professionally in person and via email, phone, and Slack; responds to/resolves requests in a clear, informative, and timely manner.
• Executes all other duties as assigned.

Requirements

MINIMUM QUALIFICATIONS

To perform this position successfully, and individual must be able to perform each job duty satisfactorily. The requirements below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to individuals with disabilities to perform the essential duties.

Required Knowledge, Skills, and Abilities:

• Outstanding customer service skills.
• Excellent written and verbal communication skills; engaging phone presence.
• Skillful problem solving skills.
• Strong time management and organizational skills.
• Ability to work well independently and as part of a team.
• roficient in all KLMaint functions including but not limited to will call generation, shipping orders, local delivery orders, pre-arrival orders, product lookup, and customer profiles.
• Proficient in Office 365.
• Ability to work at least one weekend day per week; flexibility to work early/late or varied days on occasion.

Education:

• High school diploma required.

Required Length and Type of Experience:

• 1-3 years’ experience in retail, call center, or other customer service environment.

PHYSICAL AND ENVIRONMENTAL DEMANDS

The characteristics below are representative of the physical and environmental demands required by an individual to successfully perform the essential duties of this position.

• Ability to perform desk-based work for the majority of an 8-hour shift.
• Ability to make and receive phone calls and focus on individual tasks in an open plan work environment.
• Dexterity to enter and retrieve data using a keyboard and to operate standard office equipment.
• Ability to lift and carry up to 50 lbs. on occasion.

CORE COMPETENCY REQUIREMENTS

All individuals are expected to meet the standards of performance in the core competencies listed below as applied to the position.

• Performance Standards – Sets and maintains high performance standards; pays close attention to detail, accuracy, and completeness; shows concern for all aspects of the job and follows up on work outputs.
• Customer Focus – Consistently provides excellent service; proactively offers assistance; communicates clearly, professionally, and positively; looks for ways to add value beyond customers’ immediate needs; works diligently to find solutions when issues arise.
• Motivation – Displays energy and enthusiasm; commits to putting in additional effort; maintains a high level of productivity and self-direction.
• Reliability – Takes personal responsibility for job performance; completes work in a timely and consistent manner; follows through on commitments, reports for shifts professionally dressed and on time.
• Adaptability – Adapts positively to changing work environments, work priorities, and organizational needs; Able to effectively deal with change and diverse people.
• Teamwork – Contributes to a positive team environment; works effectively with others in the team setting and across departments; able and willing to share and receive information; puts team/company goals first.
• Professionalism – Maintains professional demeanor and communication with customers, colleagues, and management at all times; demonstrates ability to remain professional during periods of high volume or stress.
• Communication – Expresses ideas effectively; organizes and delivers information appropriately; listens actively.
• Integrity – Acts in the best interest of the company; shares complete and accurate information; adheres to organizational policies and procedures.
• Initiative – Takes action to influence events; demonstrates a sense of urgency and responsiveness; generates ideas for improvement; does more than required.
• Problem Solving – Effectively identifies problems, analyzes relevant information, and finds solutions. Escalates issues to management team as appropriate.
• Planning and Organization – Plans and organizes tasks and work responsibilities to achieve objectives; sets priorities; allocates and uses resources properly.
• Compliance – Consistently adheres to all workplace health and safety policies.