Customer Service Representative- Seasonal

King Ranch•Kingsville, TX

About The Position

The Customer Service Representative provides professional, courteous support to customers by phone, email, and other assigned channels. The role handles questions about products, orders, availability, shipping, delivery, returns, exchanges, and company policies; assists with order placement and research; documents interactions; resolves concerns when possible; and escalates issues appropriately. The representative is expected to take ownership of customer concerns, protect customer information, maintain accurate records, and represent King Ranch Saddle Shop positively. The position processes and monitors returns and exchanges, coordinates with relevant departments, and communicates instructions and status updates to customers. It also includes retrieving and distributing mail from the company’s designated PO Box, maintaining organized records, and performing general administrative duties. The representative works with Sales, E-Commerce, Warehouse/Distribution, Manufacturing, and other departments to address order discrepancies, damaged merchandise, shortages, shipping problems, and other customer issues. Additional expectations include maintaining product and policy knowledge, meeting call-center procedures and productivity expectations, attending training, supporting teammates during high call volume, and performing other duties and projects assigned by management.

Requirements

High school diploma or equivalent.
At least 5 years of experience working in customer service or a call center.
Interpersonal and customer service skills.
Analytical and problem-solving skills.
Multitasking and organizational skills.
Ability to answer a high volume of calls and/or emails daily.
Ability to share work among a customer service team.
Attentiveness and patience.
Time-management skills.
Ability to find the positive in any situation.
Working knowledge of Excel, MS Word, email, cash registers, and basic office equipment.
Ability to sit and work at a computer keyboard for extended periods.
Ability to stoop, kneel, and bend daily.
Ability to lift and carry up to 25 pounds, including when assisting in retail by moving merchandise upstairs or lifting boxes of mail-outs.
Physical ability to perform general office administrative activities.

Nice To Haves

Experience coaching, training, and motivating employees.

Responsibilities

Answer incoming customer service calls promptly and professionally and respond to emails and other inquiries as assigned.
Provide accurate information about products, orders, availability, shipping, delivery, returns, exchanges, and company policies.
Assist customers with placing orders and resolving order-related questions when appropriate.
Research customer orders and provide accurate status updates.
Handle complaints and concerns courteously, de-escalate difficult situations, and work toward appropriate resolutions.
Handle escalated calls when necessary and determine an appropriate course of action.
Document customer interactions, concerns, resolutions, and follow-up requirements accurately.
Follow call-handling procedures, customer service standards, escalation protocols, and productivity expectations.
Follow up with customers when additional information or action is required.
Process returns and exchanges according to company policies and procedures; review requests for completeness and accuracy, coordinate with relevant departments, and monitor cases through completion.
Communicate return and exchange instructions clearly and escalate unusual, high-value, or sensitive situations as appropriate.
Identify recurring product, shipping, or fulfillment issues and communicate trends to management.
Walk to the designated PO Box as needed, retrieve incoming mail, sort and distribute it, and route customer correspondence and important mail promptly.
Assist with general customer service administrative duties and maintain organized records and documentation.
Coordinate with Sales, E-Commerce, Warehouse/Distribution, Manufacturing, and other departments to resolve customer issues.
Communicate order discrepancies, damaged merchandise, shortages, shipping issues, and other concerns to the appropriate department.
Help identify process issues that may negatively affect the customer experience and follow up on outstanding issues until resolved or transferred appropriately.
Maintain knowledge of company products, services, policies, procedures, and promotions.
Maintain consistent attendance and punctuality, be ready to take calls during scheduled hours, and maintain a clean, organized, professional work area.
Protect customer information and maintain confidentiality.
Participate in product, system, and customer service training and assist other Customer Service team members during high call volume.
Perform other duties and special projects assigned by management.