Customer Call Center Representative (Seasonal)

Total Wine & More

80d • $16 - $33

About The Position

Total Wine & More is seeking a Customer Care Associate to join our Customer Care Center team. You will work with our guests and store teams by phone, email, live chat, and social media to provide first contact resolution. You will be passionate about delivering exceptional customer experience. If you have a sense of empathy when engaging with people along with the ability to manage multiple, concurrent issues while working collaboratively with other departments, this would be a great role for you. This role reports to the Customer Call Center Supervisor. This position requires working nights and weekends with an expected average of 30+ hours a week. This role is approved for applicants whose primary residency is in MD, VA, DC, FL, NV, or TX.

Requirements

• Must be 21 years of age or older
• 2+ years in high-end retail or guest services/restaurants/hotels
• 2+ years in a contact center or guest service environment
• A team player mentality
• Experience developing solutions and solving problems
• Technologically proficient and customer-focused
• Must be punctual with attendance and shift start

Nice To Haves

• Certificate of training in a customer service program or prior customer service experience desired

Responsibilities

• Work with customers to resolve issues on the first interaction and follow-up with those requiring additional information
• Partner with other teams to gather information for customers and projects
• Work with customers to identify products and quantities to make their events a memorable experience
• Build relationships with customers by providing positive and informative experience
• Use internal tools and systems to manage a productive workflow
• Partner with customers through their preferred method i.e. phone, email, chat, or social media
• Build lasting relationships with store teams by supporting them through phone and email for web orders and guest relations
• Document all communications with customers to promote consistent experience across all touch points

Benefits

• Flexible schedule required
• Opportunity to work overtime as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees