Customer Care Representative

Rocky Brands, Inc.•Nelsonville, OH

28d

About The Position

The Customer Care Representative will professionally interact with customers to provide superior service and support as a primary agent for all inbound phone calls and Company websites inquiries, being responsible for entry and tracking of orders, answering email inquiries, and notifying customers of backorders. Training Schedule: Monday - Friday; 8:00 AM - 5:00 PM Work Schedules Available: Tuesday - Saturday; 8:00 AM - 5:00 PM Essential Duties and Responsibilities To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Duties and responsibilities include the following, other duties may be assigned:

Requirements

Associate's degree (A. A.) or equivalent from two-year College or technical school; or two (2) to four (4) years related experience and/or training; or equivalent combination of education and experience.
One (1) to two (2) years of call center experience.
Intermediate level of skill in Microsoft applications including Word, Excel, PowerPoint, and Outlook; strong experience using web-based service and/or ecommerce tools.
Strong oral and written communication and telephone skills.
Strong organizational skills with the ability to multitask and demonstrated ability to work in a fast-paced environment.

Responsibilities

Answer inbound and place outbound calls.
Handle consumer chats and email correspondences.
Enter orders as needed.
Acquire a working knowledge of product lines and be able to suggest alternate selections and upgrades as needed.
Offer feedback to E-commerce department regarding consumer's experience while interacting with company websites.
Help to troubleshoot, understand and fully document any web issues before getting it to the correct technical resource for resolution.
Track any problems or complaints to final resolution within a designated time frame
Provide callers with accurate information and/or refers their requests to the appropriate department or responsible person.
Work to convert call and chat inquiries into sales.
Process consumer returns as needed.