Customer Engagement Specialist - Remote - TP88779

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1d•Remote

About The Position

Customer Engagement Specialists are required to use excellent decision making and innovation to resolve issues and respond to consumer concerns while adhering to company and departmental guidelines. The position is responsible for resolving high level consumers issues in a fast-paced environment. Resolve complex consumer issues and advise first level representatives on high level issues involving agronomics, products and procedures. Responsible for the negotiation, timely follow up, quality assurance and personal attention to all concerns brought to their attention so as to ensure consumer satisfaction. Must possess the ability to quickly assess situations and take appropriate action according to brand and company guidelines. Professionally represent the consumer services team with brand partners to drive change through the voice of our consumers. Accurately document and report on consumer interactions. Engage in consumer communication through calls, live chat or email to answer questions, solve problems and troubleshoot. Assist consumers in eCommerce transaction and processing payments. Respond to Social Media posts.

Requirements

2+ years’ experience in a consumer facing role preferred
Experience with utilizing multiple tools and emerging technology
Google Suite Experience preferred
Call center, voice, chat and email communication experience preferred
eCommerce experience
Able to work independently
Strong technical aptitude for new technologies
Ability to work cross functionally within the organization as well as with consumers
Ability to work remotely in a virtual team environment
6 months Customer service experience preferred
Over 18 years of age
Ability to type 25 wpm
High School Graduate or GED
Comfort with desktop computer system
Ability to navigate Windows operating systems
A dedicated workspace located near your router to support a hardwired Ethernet connection (minimum 15 Mbps download/10 Mbps upload, ISP under 50ms).
Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN
Proof of internet speed required

Nice To Haves

Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
Communication: Outstanding communication, listening, and analytical skills.
Organizational Skills: Strong organizational and problem-solving skills.
Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.

Responsibilities

Resolve complex consumer issues and advise first level representatives on high level issues involving agronomics, products and procedures
Negotiate, follow up, perform quality assurance, and provide personal attention to all concerns to ensure consumer satisfaction
Quickly assess situations and take appropriate action according to brand and company guidelines
Professionally represent the consumer services team with brand partners to drive change through the voice of our consumers
Accurately document and report on consumer interactions
Engage in consumer communication through calls, live chat or email to answer questions, solve problems and troubleshoot
Assist consumers in eCommerce transaction and processing payments
Respond to Social Media posts