Customer Care Representative - Logan - Rocky Brands

    Rocky Brands
    Rocky Brands Logan

    1 week ago

    Description

    The Bilingual 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 EST

    Work Schedule: Monday - Friday, 10:00 AM - 7:00 PM EST

    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:

    • 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.

    In addition to the requirements listed below, the following are representative of the knowledge, skill, and/or ability required.

    • Fluent in Spanish
    • 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.
    Qualifications
    Behaviors Team Player - Works well as a member of a group
    Motivations Self-Starter - Inspired to perform without outside help
    Education Associates (preferred)
    Technical/other training (preferred)
    Experience 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. (preferred)
    Skills
  • Microsoft PowerPoint (preferred)
  • Microsoft Excel (preferred)
  • Microsoft Word (preferred)
    • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
    This employer is required to notify all applicants of their rights pursuant to federal employment laws.

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Customer care representative