Call Center Rep

JP Boden Services, Inc.•Pittston Township, PA

8h•$18•Hybrid

About The Position

At Boden, we inspire you to live your best life. Our Customer Service Representatives work to deliver this joy to customers while providing an amazing experience for shoppers. They act as ultimate brand ambassadors by bringing the fabulously British brand values to life. Boden is seeking Customer Service Representatives willing to provide our customers with an excellent and outstanding level of customer service. The Contact Center is open seven days a week with the CSR position being a full-time position working with a flexing start time of 11am or 12pm on the weekdays and 9am on the weekends. We have a hybrid environment, working 3 days in the office and 2 days working remotely (including weekends), after the completion of training in the Pittston, PA office. Boden, a British clothing retailer with a Contact Center in Pittston, PA started with a shirt. Well, eight to be precise. In 1991 when Johnnie Boden couldn't find a 'just right' shirt, he crafted them himself from his kitchen table. Years later and he's fronting a major British clothing brand. It took hard work, determination - countless cups of tea - and brand values that we still champion today; stylish, grounding, uplifting.

Requirements

Excellent verbal, written skills, with an ability to both listen well and respond thoughtfully
Excellent customer service skills with ability to maintain composure and patience while being personable and attentive to the customer’s needs or concerns
Proficiency in typing
Fluency with reading, writing and speaking English
Comfortable to utilize a computer with familiarity in Microsoft Word and Excel
Ability to work as part of a team and receive ongoing feedback regarding performance
Passion for delivering an extra special experience to customers

Responsibilities

Handle phone, chat and email contacts from customers and potential customers with charm and care while maintaining a professional, helpful, friendly and polite demeanor, providing the highest level of customer service.
Be an ultimate Boden brand ambassador, bringing the brand values to life, provide an amazing experience and bring joy to customers on every contact
Interact with national and international customers through calls, chat and email channels
Assist customers to place orders, provide helpful and accurate information regarding sizing, selection, availability, promotions, shipping etc.; Accurately collect and securely enter customer details and payment information
Work to actively understand customer questions, concerns, problems and complaints; Maintain composure at all times, responding with charm and care; Provide helpful resolutions that aim towards a positive customer outcome and experience
Achieve set productivity & KPI metrics to ensure success and a high level of efficiency
Achieve set quality goals to ensure success and an excellent customer experience
Actively attend and participate in ongoing training, individual coaching and performance feedback conversations to ensure that exceptional quality of service is delivered to customers and individual performance and productivity standards are met and maintained
Follow guidelines and ensure legal compliance is maintained regarding Data Privacy and Data Protection (DPA, GDPR, CCPA, etc.) laws and PCI compliance
Process, as directed or needed, various administrative customer tasks including, but not limited to processing unsubscribes, returns paperwork, mail, refunds/charges in digital financial platforms, review orders for fraud, defend chargebacks, etc.
Consult with Supervisors as needed to obtain suggestions and guidance to resolve customer concerns and maintain a positive customer experience
Work collaboratively with fellow CSRs, Supervisors and Managers to support timely and efficient customer contacts and experience
Proactively look for and share suggestions on ways to improve the customer experience; Document customer feedback and send to the appropriate teams/people
Raise up any technical issues, bugs, concerns or problems to the appropriate parties to support safe and efficient technical operations
Additional duties as needed