Customer Care Representative

Rocky Brands, Inc.; Nelsonville (OH); On-site; USD 18,000 - 26,000; Full time

Job summary

Rocky Brands, Inc. in Nelsonville, Ohio is seeking a Customer Care Representative to professionally interact with customers, process orders, respond to inquiries, and help convert calls and chats into sales.

The role requires 1–2 years call center experience, an Associate's degree or equivalent, and proficiency in Microsoft Office. Strong written and verbal communication is essential in a fast-paced ecommerce environment.

Qualifications

• AA/related experience required or equivalent
• 1–2 years of call center experience preferred
• Strong written and spoken communication skills
• Proficiency with Microsoft Office and web-based tools

Responsibilities

• Answer inbound and place outbound calls.
• Handle consumer chats and email correspondences.
• Enter orders as needed.
• Acquire knowledge of product lines and suggest alternatives.
• Provide feedback to E-commerce on customer experiences.
• Troubleshoot and document web issues for resolution.
• Track problems to final resolution within a set time frame.
• Provide callers with accurate information and route requests as needed.
• Work to convert calls and chats into sales.
• Process consumer returns as needed.

Skills

Customer service

Call center

Communication

Multitasking

Education

Associate's degree (AA) or equivalent

Tools

Microsoft Office

Excel

PowerPoint

Outlook

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

• 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.