Customer Care Representative

Rocky-Brands; Nelsonville (OH); On-site; USD 22,000 - 25,000; Full time

Job summary

Rocky-Brands is seeking a Customer Care Representative in Nelsonville, OH to handle inbound calls, chat and email inquiries, and order processing. You will learn product lines, assist with backorders, and help convert inquiries into sales.

The role requires 1–2 years of call center experience, proficiency with Microsoft Office, and the ability to multitask in a fast-paced environment. Training runs 8:00 AM–5:00 PM EST, with a Tuesday–Saturday work schedule.

Qualifications

• Minimum one to two years in a call center or customer service role.
• Proficient in Word, Excel, PowerPoint, and Outlook.
• Experience using web-based service and/or ecommerce tools.
• Strong verbal and written communication skills.

Responsibilities

• Answer inbound and place outbound calls.
• Handle consumer chats and email inquiries.
• Enter orders and track status.
• Provide product information and recommend upgrades when appropriate.
• Process returns and assist with order issues.

Skills

Call center experience

Oral and written communication

Multitasking in fast-paced environment

Microsoft Office suite familiarity

Education

Associate's degree or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Web-based/eCommerce tools

Job description

The 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: Tuesday - Saturday, 8:00 AM - 5:00 PM EST

Hourly Rate of Pay - $15/hour + $1/hour shift differential

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.

• 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

Skills

Preferred

Microsoft PowerPoint

Intermediate

Microsoft Excel

Intermediate

Microsoft Word

Intermediate

Behaviors

Preferred

Team Player

: Works well as a member of a group

Motivations

Preferred

Self-Starter

: Inspired to perform without outside help

Education

Preferred

Associates or better.

Technical/other training or better.

Experience

Preferred

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.