Customer Care Representative

Blick Art Materials•Galesburg, IL

5d•$17•Onsite

About The Position

Your Role... The Customer Care Representative will be expected to process inbound customer inquiries via telephone call, mail, fax, or Internet in a fast-paced environment. Responsibilities: Conduct customer interactions in a friendly, courteous, and professional manner. Analyze customer needs and provide accurate information regarding pricing, delays, and product details. Key orders quickly and accurately while maintaining attention to detail. Perform basic mathematical calculations during order entry. Route calls to other departments to ensure exceptional customer service. Troubleshoot customer issues related to online ordering, tracking, order accuracy or account access. Identify recurring issues and escalate trends to leadership. Maintain accurate customer records in CRM systems. Meet or exceed performance metrics such as call quality, handle time, and customer satisfaction. Protect customer privacy by following all data security and confidentiality guidelines. Participate in ongoing coaching and training to maintain high service standards. Adapt quickly to changes in procedures, systems, and product offerings. Upsell additional merchandise when appropriate. Follow all company policies and procedures as outlined in the Employee Guidebook. Work every other weekend (Saturday and Sunday). Consistent attendance and punctuality to support team scheduling. Flexibility to work extended hours during peak seasons or promotional periods. Perform additional duties as assigned. Able to work in office in our Galesburg, IL location.

Requirements

Strong organizational, listening, and decision making skills
Excellent written and verbal communication abilities
Ability to multitask while maintaining accuracy and professionalism
Proficiency with keyboarding and 10 key number pad
Ability to work effectively with team members, especially during peak order and shipping periods
High attention to detail when entering orders or updating customer accounts
Ability to de escalate challenging interactions using empathy and problem solving
Comfortable working in a metrics driven environment
Strong time management skills to balance calls, documentation, and follow up tasks
Ability to learn new software quickly and navigate multiple systems during live call
Ability to work independently while staying engaged and productive
Reliable high speed internet connection suitable for remote voice communication
Ability to work with dual monitors and multitask across several applications
Familiarity with email, chat, and ticketing systems used in customer support
Comfort using headsets, softphones, and VoIP tools for inbound and outbound calls
Maintaining a quiet, distraction free workspace suitable for professional customer interactions
High school diploma or GED or currently pursuing either
Able to work in office in our Galesburg, IL location.

Responsibilities

Process inbound customer inquiries via telephone call, mail, fax, or Internet
Conduct customer interactions in a friendly, courteous, and professional manner
Analyze customer needs and provide accurate information regarding pricing, delays, and product details
Key orders quickly and accurately while maintaining attention to detail
Perform basic mathematical calculations during order entry
Route calls to other departments to ensure exceptional customer service
Troubleshoot customer issues related to online ordering, tracking, order accuracy or account access
Identify recurring issues and escalate trends to leadership
Maintain accurate customer records in CRM systems
Meet or exceed performance metrics such as call quality, handle time, and customer satisfaction
Protect customer privacy by following all data security and confidentiality guidelines
Participate in ongoing coaching and training to maintain high service standards
Adapt quickly to changes in procedures, systems, and product offerings
Upsell additional merchandise when appropriate
Follow all company policies and procedures as outlined in the Employee Guidebook
Work every other weekend (Saturday and Sunday)
Consistent attendance and punctuality to support team scheduling
Flexibility to work extended hours during peak seasons or promotional periods
Perform additional duties as assigned