Customer Care Specialist
About The Position
Ecentria/OpticsPlanet is hiring Customer Care Specialists to join our team! This role is part of our Telephone Response Team and serves as the ‘voice’ of OpticsPlanet, representing us professionally, politely, and with a passion for assisting customers. This position is responsible for providing a great customer experience, optimizing sales and profit margins, assisting customers navigate our website, overcoming procedural impediments, and in general, making it as easy as possible to do business with OpticsPlanet. This is a fully remote and full-time (benefits eligible) position scheduled for 40 hours/week (plus required overtime during holiday season).
Requirements
- High School Diploma or equivalent required.
- Minimum of 1 year call center or contact center experience within the retail or service industry.
- 1 year ecommerce sales experience in a sales-based role assisting customers with product or service selection.
- Must type at least 30 words per minute with 95% accuracy or better.
- Excellent verbal communication and Customer Service skills.
- Experience with MS Office applications (such as MS Word, MS Excel), email programs, and Internet browsers.
- Excellent written communication skills including spelling, grammar, and vocabulary.
- Knowledge of etiquette governing internet forums and chat communication.
- Patience, empathy, and friendliness in dealing with customers.
- Willingness to see customer issues through to resolution.
Nice To Haves
- Knowledge of principles and methods for showing, promoting, and selling technical products and services is a plus.
Responsibilities
- Use product knowledge, communication, and interpersonal skills to build value by closing sales and maximizing future sales through a positive, trusting relationship with their co-workers and customers.
- Answer incoming telephone inquiries from prospective and existing customers.
- Initiate and close sales and convert on-hold orders to active sales.
- Check order status for customers.
- Resolve issues with orders.
- Answer product questions and make product recommendations.
- Inform customers of current promotions or special sales.
- Make discount decisions within corporate guidelines.
- Answer questions about the company and its policies.
- Distribute incoming phone calls to appropriate departments i.e. Purchasing, Marketing, Legal, etc.
- Other ad hoc duties as assigned.
Benefits
- Medical, Dental and vision insurance
- 401k plan participation
- Company paid Short and Long-Term Disability Insurance
- Company paid Life Insurance
- Company paid holidays
- Employee Assistance Program
- Paid Parental Bonding Leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
