Customer Care Representative

Fire-Mountain-Gems-and-Bead; Grants Pass (OR); On-site; USD 40,000 - 48,000; Full time

Job summary

Fire Mountain Gems and Beads in Grants Pass, OR is seeking a Client Service Associate to serve as the primary contact for accounts, managing end-to-end order placement and inquiries with a focus on friendly, professional service.

You will respond to questions via phone, email and chat, manage customer accounts, process orders in our order-taking software, and collaborate to resolve issues quickly. This role emphasizes excellent communication and problem solving.

Qualifications

• 1+ years of customer service experience.
• Strong verbal and written communication skills.
• Courteous and professional in communication.
• Ability to ask qualifying questions to resolve issues.
• Excellent listening skills.
• Confidentiality skills.
• Multitask and manage time effectively.
• English; Spanish is a plus.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat in a friendly, professional manner.
• Handle customer complaints and resolve within set time limits; follow up to ensure resolution.
• Maintain customer accounts and place orders using our order-taking software.
• Research questions and resolve issues using CS software and product catalogs.
• Collaborate with customers and supervisors across multiple applications.

Skills

Customer service

Clear communication

Multitasking

Time management

Bilingual English/Spanish

Confidentiality

Problem solving

Computer skills

Active listening

Tools

Order-taking software

Job description

Position Summary:

Our expanding team is looking for an enthusiastic Client Service Associate to deliver top-tier support to our growing user base. In this role, you will serve as the primary point of contact for our accounts, directly impacting satisfaction by managing the end-to-end order placement process and efficiently resolving inquiries. If you excel at problem-solving, love guiding clients through product details, and want to turn everyday questions into positive experiences, we want to hear from you.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, and chat, in a friendly, professional, and positive manner
• Handle customer complaints, provide appropriate solutions and alternatives within set time limits; follow up to ensure resolution
• Maintain customer accounts, place customer orders, catalog requests, and correction orders utilizing our specialized order-taking software
• Utilizing customer service software to input products, research questions, and resolve issues about our extensive product list

• Interacting with customers and supervisors while utilizing several computer applications simultaneously

• Offering product suggestions accurately, utilizing various catalogs and programs for assistance
• Utilizing the computer and our website for product research and customer solutions
• Filling out all applicable forms accurately and neatly
• The ability to problem solve issues thoroughly, accurately and with solid written and verbal communication.

Qualifications:

• 1+ years of customer service experience; office, hospitality, retail, etc.
• Clear and concise oral and written communication skills, including the ability to ask qualifying questions to resolve issues
• Courteous and professional in external and internal communication
• Listening Skills with a focus on understanding various questions about products, online ordering, etc.
• Confidentiality skills
• Ability to follow call guidelines while maintaining a friendly professionalism; empathetic to customers’ needs
• Computer and keyboarding skills sufficient to record information from the customer in an accurate and efficient manner
• Ability to multitask, prioritize, and manage time effectivelyBe receptive to performance evaluations and call improvement suggestions
• Bilingual in English and Spanish is a plus, but not required

Core Competencies:

Active Listening, Clear & Concise Communication, Empathy, Building Rapport, Customer Orientation, Problem Solving & Decision Making & Decision Making, Product Expertise, Patience & Composure, Time Management, Positive Impact, Accountability, Adaptability & Flexibility, Learning Agility, Initiative

Core Qualities

Accountability, Adaptability, Flexibility, Detail Oriented, Empathy, Positive Attitude, High Standards, Efficiency

Physical Demands:

Ability to remain in a stationary position 90% of scheduled work time with extensive computer, keyboard, and telephone use. Occasionally lift and/or carry up to 5 lbs. Occasionally move about inside the department and within the main building of the company.

Work Environment:

Office environment, open cubicle-style desk with computer, phone, and headset. Temperature-controlled, Monthly Company meeting, and Weekly Departmental meeting attendance, Flexibility of schedule to include overtime and weekends as needed

Fire Mountain Gems and Beads is a drug-free workplace and is anEqual Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer. We are committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to assure that people with disabilities are provided reasonable accommodation. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or receive all other benefits and privileges of employment, please contact Human Resources at 541-956-8233.