Quality Management I - Customer Service Call Center Associate

Rio Grande•Albuquerque, NM

3h•Hybrid

About The Position

Join our team of creative, enthusiastic associates! We, at Rio Grande, are passionate about offering world-class service, developing long-lasting customer relationships, and empowering our associates to have an active and influential voice in how things get done. Our mission is to serve independent jewelers, jewelry store owners, manufacturers, and artisans centered on long-term, collaborative relationships. Are you a self-motivated person who thrives in an ever-changing work environment? Do you enjoy developing and utilizing a variety of skills? Are you customer service focused and enjoy engaging with a wide variety of customers? If so, Rio Grande has the job for you! This is a full-time position, between the hours of 8 AM and 5 PM. This is primarily onsite, especially during the first 90 days. There is potential for a hybrid, work-from-home option in the future.

Requirements

A minimum of 2 years’ experience in customer service and sales and a passion for going above and beyond to help customers grow their businesses.
Demonstrated computer proficiency in Microsoft Office, and CRM tools and operating with multiple software programs at one time.
An ability to gather and analyze information to quickly understand the customer’s core issues and convey a solution.
Active listening skills
Experience in de-escalation techniques.
A proactive and self-motivated track record along with a passion for learning and applying new skills.
Excellent verbal and written communication skills

Nice To Haves

bilingual in Spanish, a plus.

Responsibilities

Speak with customers via phone, chat and email identifying the customer’s needs and how our products and services best serve those needs.
Handle customer interactions in a friendly, professional manner to ensure an excellent customer service experience.
Share the benefits of loyalty and marketing programs with customers.
Process customer orders efficiently while providing relevant upsell/cross sell options for the customer.
Collect and share customer feedback and comments
Collaborate with Quality Management teammates on escalated customer service issues.
Collaborate with teammates to recommend and create process improvements.
Engage in opportunities for on-going training for jewelry making products and processes
Effectively manage multiple business computer/software applications to serve the customer, including HubSpot and SAP.

Benefits

Medical plan with low premium rates and no high deductible (includes dental and vision) and telemedicine
401(k) matching program
Paid time-off benefits, plus an additional seven paid holidays
Paid life insurance and optional additional life insurance
Long-term and short-term disability
Flexible spending account
Pet insurance
Tuition reimbursement
On-site gym and company wellness program
Bereavement leave
Employee discounts at Rio Grande
Local and national discounts on various travel and entertainment
Competitive compensation, including an opportunity to share in the profits