Windsor Fashions
Customer Service Representative - Tier 1
Windsor Fashions, Santa Fe Springs, California, United States, 90670
Overview
Job Details
Job Location : 999 Corporate in Santa Fe Springs - Santa Fe Springs, CA
Position Type : Full Time
Salary Range : $16.50 - $17.00 Hourly
Job Category : Corporate As the department’s first responder, the Tier 1 Customer Service Agent is crucial for building and maintaining the company’s positive reputation. The role requires a high level of professionalism while assisting customers within our Zendesk ticketing system via phones, emails, text messages, and chat. Responsibilities also include, but are not limited to, processing customer returns, issuing refunds, handling claims, creating package replacements, supporting store associates, guiding customers through their shopping experience, troubleshooting technical issues, and triaging issues with other departments. Responsibilities
Provide amazing (above and beyond) service across multiple channels Provide exceptional customer service leveraging strong problem solving and professional communication skills Ensure all customer service assigned cases/activities are brought to resolution and properly communicated to the customer Use problem solving skills and work with internal resources to analyze requests/data and determine root causes of issues Document every customer service interaction in Shopify and Zendesk as appropriate for the interaction Adhere to Customer Service procedures to handle escalation process for tier 2/3 Work as a team member and report issues to management that are important to area/process improvement Use appropriate judgment in upward communication regarding department or employee concerns Meet performance expectations (KPIs) by achieving or exceeding departmental goals and objectives such as quality and productivity measures (AHT, CSAT, etc…) Continuously adhering to our Quality Assurance standards Contribute to team effort to help achieve department objectives Provide knowledgeable answers to questions about products, pricing and availability Become a product expert and understand each customer\'s needs to provide real, effective solutions and deliver exceptional customer service Qualifications
Knowledge of Zendesk is a plus Available during business hours, including evenings and weekends Be a creative problem solver Comfortable working in a high stress fast changing environment Polite, friendly attitude to deal pleasantly with customers and agents Cheerful, engaged, and uplifting tone during customer interactions Reliable in Attendance & Punctuality Ability to work under deadlines Strong multi-tasking skills Type 45 WPM Clear and articulate speaking voice Command of the English language Bilingual in Spanish a plus Computer/Internet skills/Word/Excel Mathematical skills Organizational Skills HS Diploma Physical Demands: Sitting at a desk/computer all day. The environment is fast paced, and indoor temperature conditions apply. WINDSOR EQUAL OPPORTUNITY EMPLOYER
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Job Details
Job Location : 999 Corporate in Santa Fe Springs - Santa Fe Springs, CA
Position Type : Full Time
Salary Range : $16.50 - $17.00 Hourly
Job Category : Corporate As the department’s first responder, the Tier 1 Customer Service Agent is crucial for building and maintaining the company’s positive reputation. The role requires a high level of professionalism while assisting customers within our Zendesk ticketing system via phones, emails, text messages, and chat. Responsibilities also include, but are not limited to, processing customer returns, issuing refunds, handling claims, creating package replacements, supporting store associates, guiding customers through their shopping experience, troubleshooting technical issues, and triaging issues with other departments. Responsibilities
Provide amazing (above and beyond) service across multiple channels Provide exceptional customer service leveraging strong problem solving and professional communication skills Ensure all customer service assigned cases/activities are brought to resolution and properly communicated to the customer Use problem solving skills and work with internal resources to analyze requests/data and determine root causes of issues Document every customer service interaction in Shopify and Zendesk as appropriate for the interaction Adhere to Customer Service procedures to handle escalation process for tier 2/3 Work as a team member and report issues to management that are important to area/process improvement Use appropriate judgment in upward communication regarding department or employee concerns Meet performance expectations (KPIs) by achieving or exceeding departmental goals and objectives such as quality and productivity measures (AHT, CSAT, etc…) Continuously adhering to our Quality Assurance standards Contribute to team effort to help achieve department objectives Provide knowledgeable answers to questions about products, pricing and availability Become a product expert and understand each customer\'s needs to provide real, effective solutions and deliver exceptional customer service Qualifications
Knowledge of Zendesk is a plus Available during business hours, including evenings and weekends Be a creative problem solver Comfortable working in a high stress fast changing environment Polite, friendly attitude to deal pleasantly with customers and agents Cheerful, engaged, and uplifting tone during customer interactions Reliable in Attendance & Punctuality Ability to work under deadlines Strong multi-tasking skills Type 45 WPM Clear and articulate speaking voice Command of the English language Bilingual in Spanish a plus Computer/Internet skills/Word/Excel Mathematical skills Organizational Skills HS Diploma Physical Demands: Sitting at a desk/computer all day. The environment is fast paced, and indoor temperature conditions apply. WINDSOR EQUAL OPPORTUNITY EMPLOYER
#J-18808-Ljbffr