Job Title: Customer Service Representative
Marleylilly has a growth-mindset and is quickly becoming a leader in personalized apparel and accessories. We are adding a Customer Service Representative to our Marleylilly team. If you are enthusiastic, hard-working, and thrive in a fast-paced environment, this is the right place to accelerate your career!
Job Responsibilities
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Go the extra mile to engage customers
- Resolve customer complaints via phone and email or social media
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain the problem or reason for calling
- Cancel or upgrade orders
- Assist with placement of orders, refunds, exchanges, or cancellation of orders
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Suggest solutions when a product malfunctions
- Attempt to persuade the customer to reconsider cancellation
- Inform customers of deals and promotions
- Sell products and services
- Utilize computer technology to handle high call volumes
- Compile reports on overall customer satisfaction
- Handle changes in policies or renewals
- Assist in adding Blooper items to the website
Job Requirements
- Proven customer support experience
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- High school diploma or equivalent; college degree preferred
- Familiar with CRM systems and practices
Work Environment/Physical Demands:
- Office, Manufacturing, and Warehousing Environment
- Must be able to lift up to 50 pounds at a time.
- Must be able to work in a variety of weather conditions and temperatures in the warehouse, manufacturing, and office areas.
- Duties may require overtime work, including nights and weekends
- Prolonged periods sitting at a desk and working on a computer.