Customer Service Liaison

Customer Service Liaison

Hollywood Feed was established in the 1950s, in Memphis, TN, as a pet supply store with friendly and knowledgeable service. More than half a century later, or love for pets is who we are today. Our associates are family and the face of each location. We care about each other, our pets, and our customers. Come and experience the passion and drive that makes Hollywood Feed what it is today.

Job Summary:

As a Customer Service Liaison, it is your responsibility to make sure each customer is thoroughly helped in a timely manner.

Customer Service Liaison Key Responsibilities:

• Builds sustainable relationships and trust with customers through open and interactive communication. Takes the extra mile to engage customers.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Answers Customer Service and E-commerce Phone calls – during this you will be required to solve the customers’ concerns or issues. If you cannot solve, you will seek out someone who can and ensure follow up. You will be required to work closely with e-commerce to correct orders, issue refunds, ship correct products, etc.
• In-store customer service issues are to be passed onto the Operations Department.
• Replies to reviews timely and eloquently to further our relationship with our customers. (Each form of customer contact, whether it be phone, online chat, e-mail, etc., should be handled within 24 hours of contact.)
• We want every review on-line to have a response (Yelp, Facebook, Google, etc.). If the review is negative or there is an issue, the Operations Department is to handle that review.
• Replies to all questions and concerns on Facebook Messenger (if the store does not reply).
• Replies to or assigns Zendesk tickets in a timely manner – these tickets come from Bark e-mails,Shop e-mails, on-line chat and more. As with phone calls, you will be required to solve the customers’ concerns or issues. If you cannot solve, you will seek out someone who can and ensure follow up. You will be required to work closely with e-commerce to correct orders, issue refunds, ship correct products, etc.
• Lends help to other areas in the corporate office when available.
• In any form of contact, you could be required to assist with placement of orders, refunds, or exchanges.
• Knowledge, skills, and qualifications required.
• Knowledge of online ordering and shipment programs.
• Extensive product knowledge (employee is to keep up with WM training and all in-house live training classes).
• Extensive knowledge of pet nutrition.
• An organized approach and excellent time management skills.
• Good communication skills.
• The ability to work well as part of a team.
• Computer literacy and good keyboard skills.
• A high level of English spelling and grammar.
• Accuracy and attention to detail.

Required Skills & Abilities:

• The love and dedication to animals is an essential requirement for Hollywood Feed’s culture.
• Excellent verbal and written communication skills.
• Requires a minimum of 45 hours per week. Working until 7:30pm at least two nights per week. Working along at least two weekends per month and more during peak seasons.
• Ability to exercise good judgment in a variety of situations.
• Requires administrative and organizational skills.
• Ability to maintain a realistic balance among multiple priorities.
• Requires excellent attention to detail.
• Strong interpersonal skills and the ability to build relationships with staff and external contacts.
• Team-player, with the ability to work independently.
• Forward thinker who actively seeks opportunities and proposes solutions.

Education:

• Sitting and/or standing for short or extended periods of time.
• Handling/grasping documents or office equipment.
• Ability to hear and communicate with customers over the telephone.

The above is designed to describe the general nature and scope of the job and is not an exhaustive listing of all duties, expectations or task and should not be taken as such.

Hollywood Feed is an Equal Opportunity Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.