Customer Care Representative - Lehigh

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

Job summary

Rocky Brands in Nelsonville, OH seeks a Customer Care Representative to handle inbound calls, enter orders, and respond to emails and chats while promoting products. You will work to resolve issues and provide accurate information to customers from our corporate office in Ohio.

The role requires multitasking in a fast-paced environment with strong communication skills and familiarity with Microsoft Office and e-commerce tools.

Qualifications

• 1-2 years of call center experience.
• Associate degree or equivalent.
• Proficient with MS Office and web tools.

Responsibilities

• Answer inbound calls and place outbound calls.
• Handle consumer chats and email correspondences.
• Enter orders as needed.
• Acquire knowledge of product lines and suggest upgrades as needed.
• Track problems to final resolution within a designated time frame.

Skills

Call center experience

Strong communication

Multitasking

Education

Associate's degree (A. A.) or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

OH, Corporate Office
39 E CANAL ST
Nelsonville, OH 45764, USA

OH, Corporate Office
39 E CANAL ST
Nelsonville, OH 45764, USA

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

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.

Licenses & Certifications

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.