Customer Care Outfitter - Part Time

Bass Pro Shops•Springfield, MO

5d•Onsite

About The Position

The Customer Care Outfitter must possess strong written and verbal communication style, critical thinking skills and effective customer service skills. This position is focused on contact interactions that drive brand loyalty while providing legendary customer service through an extraordinary and memorable experience. This highly skilled Outfitter will handle customer contacts through multi-channel processes (to include voice, email and chat) that include new sale orders, service issues after the sale is completed, resolving customer dissatisfaction and providing first call resolution of a wide variety of company, sales and product questions. Multiple systems, programs and resources must be mastered to handle the wide range of customer’s needs. The Customer Care Outfitter is empowered to find solutions beyond established processes to resolve complex customer service situations while being professional, proactive, and empathetic to our customer’s needs.

Requirements

Minimum Degree Required: High School Diploma or equivalent
Experience: 0-2 years of experience in Business Administration or related field
Knowledge of and familiar with basic computer use, Microsoft Office, web navigation
Must be able to write, type and use multi-channel systems.
Must be able to read documents, reports, computer screens and other written communication.
Must be able to effectively interpret and manage difficult situations.
Must be able to hear well enough to communicate with customers and co-workers.
Ability to work on a team and independently

Nice To Haves

Preferred Degree: Vocational Tech Certification or Associate’s Degree

Responsibilities

Performs all customer contact procedures, processes and meet performance requirements.
Responds to incoming customer inquiries and resolve customer issues regarding account, order status and after the sale service, such as, return procedures, returns or exchange of defective/damaged product, shipping and delivery problems, incorrect items received, billing questions, declined credit card, inventory inquiries, sales promotions, and other similar situations.
Capitalizes on all opportunities to secure a sale including offer preferred products, suggesting similar items, and asking for orders on gift card balance contacts.
Utilizes advanced skills training, system programs and desktop resources to assist customers from all business channels using communication, soft skills, negotiation and problem-solving skills to resolve customer dissatisfactions that meet needs of customer and the company.
Empowered to go beyond the standard procedures to answer inquiries, resolve concerns and connect our customers with the products and services that create loyal customers.
Reviews and researches CRD Field Guide, Bass Pro Shops and Cabela’s websites, catalogs and other programs, tools and resources to ensure up to date on information, such as, promotions, system changes, processes and company programs to relay accurate information to customers in a timely manner.
Utilizes feedback and coaching to maximize performance and develop skills to move through the career path opportunities.
ALL OTHER DUTIES AS ASSIGNED