Customer Care Representative

Fleet Farm Careers • Appleton, WI

1d • Remote

About The Position

Here at Fleet Farm, providing the best customer care is our priority. If you are friendly, self-motivated, dependable, and enjoy serving others, this role is for you! The Customer Care Representatives will interact with customers to provide information in response to inquiries about products and/or services, receive and process sales orders; handle and resolve complaints in a professional and tactful manner. On this team we have two main areas of responsibility: Telephone Customer Care Work with inbound and/or outbound phone calls to address the needs of our customers, typically regarding general store information, price and product availability, billing inquires, order processing and shipping costs. Administrative Customer Care Work with inbound and/or outbound email, social media and other forms of communication to address the needs of our customers, typically regarding general store information, price and product availability, billing inquires, order processing and shipping costs. Both areas: Help facilitate, analyze and resolve customer issues. Manage large amounts customer interactions while maintaining the highest quality of customer service during calls, deal tactfully to resolve customer complaints, compliments and inquiries while following the appropriate company procedures. Investigate and follow up on questions/issues to resolve concerns in an accurate and timely manner. Provide solutions, recommendations and product information with a sense of urgency, positivity and empathy. Work with store personnel in regards to completion of ecommerce orders or to resolve customer issues.

Requirements

• Minimum of a high school diploma or equivalent required.
• 2 years of previous work experience in customer service, sales, training, or member retention required.
• Ability to quickly learn program and product knowledge, work on a PC and navigate a windows environment.
• Ability to work in a fast-paced environment; ability to quickly adapt to change.
• Able to communicate effectively and professionally in English using verbal and written communication methods, to include phone, email, chat, inter-personal tools.
• Able to engage customer and internal team members with helpful, friendly and competent approach.
• Able to ask pertinent questions to gather necessary information to successfully resolve customer concerns, issues and requests.
• Able to use a critical thinking approach to issues, and apply training, policies and procedures to each situation as needed.
• Able to consistently follow training and established processes in execution of assigned tasks
• Required to have reliable high-speed (broadband) internet connection if working remotely.

Nice To Haves

• Post high school education is preferred.

Responsibilities

• Work with inbound and/or outbound phone calls to address the needs of our customers, typically regarding general store information, price and product availability, billing inquires, order processing and shipping costs.
• Work with inbound and/or outbound email, social media and other forms of communication to address the needs of our customers, typically regarding general store information, price and product availability, billing inquires, order processing and shipping costs.
• Help facilitate, analyze and resolve customer issues.
• Manage large amounts customer interactions while maintaining the highest quality of customer service during calls, deal tactfully to resolve customer complaints, compliments and inquiries while following the appropriate company procedures.
• Investigate and follow up on questions/issues to resolve concerns in an accurate and timely manner.
• Provide solutions, recommendations and product information with a sense of urgency, positivity and empathy.
• Work with store personnel in regards to completion of ecommerce orders or to resolve customer issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees