Customer Care Representative - Lehigh

Rocky Brands; Nelsonville (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

Rocky Brands is seeking a Customer Care Representative to professionally interact with customers via phone and web inquiries, entering and tracking orders and handling returns.

The role requires strong communication, multitasking in a fast-paced environment, and ability to convert inquiries into sales. Training is Monday–Friday, 8:00 AM – 5:00 PM EST; work schedule is Monday–Friday 9:00 AM – 6:00 PM EST, reflecting the needs of a customer-focused ecommerce team in Ohio.

Qualifications

• Associate's degree or equivalent from two-year College or technical school.
• 1–2 years of call center experience.
• Intermediate level of skill in Microsoft applications including Word, Excel, PowerPoint, and Outlook; experience with web-based service/ecommerce tools.
• Strong oral and written communication and telephone skills.
• Strong organizational skills with the ability to multitask in a fast-paced environment.

Responsibilities

• Answer inbound and place outbound calls.
• Handle consumer chats and email correspondences.
• Enter orders as needed.
• Acquire knowledge of product lines and suggest alternates/upgrades.
• Provide feedback to E-commerce on customer experience.

Skills

Communication skills

Phone skills

Microsoft Office

Multitasking

Education

Associate degree or equivalent

Tools

Microsoft PowerPoint

Microsoft Excel

Microsoft Word

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: Monday - Friday 9:00 AM - 6:00 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.

• 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.

For further information, please review the Know Your Rights notice from the Department of Labor.