Customer Service Rep Seasonal (58882)

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

Qualifications

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.