Customer Service Specialist

Under the supervision of the floor manager, the Customer Service Specialist acts as the primary point of contact for all inquiries and issues involving Internet Customer Service via phone, email and chat as a liaison to the Processing Department team.

 

Key Job Responsibilities:

 

 

• Handles incoming calls on all Customer Service related inquiries, order changes, status updates and cancellations with empathy and a focus on solving any customer problem on the first call.
• Handle customer concerns with empathy and presents Lampsplus.com in a positive light at all times.
• Demonstrates self confidence and a desire to go the extra mile to take care of the customer to create a positive customer experience every time.
• Communicates with Management on all customer and product issues.
• Prevents customer returns and ensures customer satisfaction by reasonable negotiations that provide solutions that are beneficial to the company and attractive to the customer.
• Provides pro-active, consistent follow-up to all customer inquires, either via phone/email/chat.   
• Involves management during an escalated customer issue when necessary to satisfactorily resolve the customer’s concern.
• Responds and replies to every customer email the same day.
• Identifies trends in issues that may affect customer satisfaction levels and consistently communicates them to management in measurable terms.
• Communicates with management about employee/ salesperson (i.e. product misrepresentation, reship issues), vendor/product issues such as potential defective/faulty products etc and 2^nd touches.
• Ensures that all communications pertaining to an order are noted in the comment section of the order so subsequent issues will have complete information.
• Performs any and all Customer Service duties as necessary.
• Promotes a safe environment in accordance with company policy and adheres to all policies set forth by the department and company.
• Performs other duties as assigned.

 

Lamps Plus is an equal opportunity employer.

 

• Excellent verbal and written communication skills in English.  Must be able to articulate details to customers in a professional and calm manner.
• Computer literate.  Able to navigate through programs and windows.  Excellent typing and data entry skills.
• Able to multi-task.  i.e. talk on the phone and type notes at the same time.
• Effective problem solver.