Job Description
Brand: Camuto Group Req #: 121049 Location Name: New York Design Studio Department: Customer Service Center
GENERAL SUMMARY The Customer Service Agent builds strong customer relationships, loyalty and retention by providing exceptional customer service through email, phone, and chat. Ability to present, understand, and be knowledgeable of products and promotions while demonstrating passion, accountability, collaboration, and humility.
REPORTS TO: Customer Service Leader
ESSENTIAL DUTIES AND RESPONSIBILITIES: • Create a remarkable customer experience by being helpful, friendly, efficient, and knowledgeable through email, phone and chat • Contacts customers to resolve issues or poor reviews, resolves based on pre-defined scripts and resolutions, escalates where required • Communicate with customers to help with product inquiries, sales, loyalty program information, customer service questions, order status inquiries via phone, email, and chat • Collaborate with leadership, business partners, and internal associates to enhance the customer experience by communicating to correct and prevent customer complaints/issues, suggesting improvements that enhance company communications (i.e. FAQ's, website) • Works effectively with others in a team environment to accomplish company goals and to identify and resolve customer and business-related issues • Provide prompt and friendly customer support across all channels on issues ranging from simple to complex • Process orders and returns • Troubleshoot technical and billing issues for customers • Provide product recommendations and style advice when needed • Meet and exceed service, accuracy, and productivity expectations • Assist with various projects
REQUIRED SKILLS: • Must possess our customer service behaviors of helpful, friendly, efficient and knowledgeable • Ability to provide exemplary customer service on a consistent basis • Excellent communication/interpersonal skills both verbal and written (writing sample may be required) • Ability to navigate through multiple computer systems • Ability to quickly adapt to change • Must have ability to resolve customer issues effectively and in a positive, enthusiastic manner through written communication (chat or email) • Ability to handle all responsibilities of Customer Service Representative position (or equivalent)
EXPERIENCE: • Customer service experience
PREFERRED QUALIFICATIONS: • Call center experience • Computer skills *Prior experience in customer service for ecomm brands a plus. *Prior experience utilizing Zendesk or similar CRM a plus.
EDUCATION: • High School Diploma or equivalency required
DETAILS:
Full Time - 32 hrs Schedules available:
*Sun - Thurs *Tues - Sat Must be available between 9am and 5pm EST on the above dates
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