Customer Experience Representative (12PM-8PM Late Shift)

Benjamin Moore & Co.; Northern (KY); Hybrid; USD 20,000 - 25,000; Full time

Benefits offered by this job

Hybrid work (80% in office, 20% remote

Competitive benefits

Job summary

Benjamin Moore & Co. is seeking a Customer Experience associate for the late shift (roughly 11am–7pm or 12pm–8pm EST) to process orders, answer inquiries, and coordinate with Logistics for timely deliveries.

The role emphasizes empathy, adaptability, and strong communication in a fast-paced environment from a predominantly in-office setting with remote options. The position requires 0–2 years in a customer contact center, proficiency with Windows and Office 365, and the ability to review SOPs

Qualifications

• High School Diploma or equivalent.
• 0–2 years of customer contact center experience.
• Ability to handle a large volume of inquiries by phone and email.
• Comfortable with hybrid work and KPI-based performance.
• Eligible to work in the U.S.
• Flexible schedule including weekends/holidays/overtime.
• Able to review SOPs and best practices in a fast-paced environment.
• Demonstrates empathy with customers and colleagues.
• Strong problem-solving and teamwork.

Responsibilities

• Process customer orders accurately across multiple data entry models and meet deadlines.
• Provide information about orders, deliveries, pricing, and promotions.
• Coordinate with Logistics for special delivery needs and product availability issues.
• Maintain a cheerful, customer-focused attitude while handling inquiries.
• Show emotional intelligence and seek feedback for professional growth.
• Navigate systems and procedures to resolve inquiries promptly and accurately.
• Prioritize and manage multiple tasks in a deadline-driven office environment.
• Adapt to changes in the market and apply new training effectively.
• Perform other duties as assigned.

Skills

Empathy

Patience

Communication skills

Problem-solving

Teamwork

Adaptability

Multitasking

Active listening

Education

High School Diploma or equivalent

Tools

Windows

Office 365

Web browsers

Job description

Overview

At Benjamin Moore, we empower our team members to achieve their goals and make a positive impact in our communities. We offer a rewarding and inspiring work environment that fosters creativity, collaboration, and a strong sense of camaraderie. Our culture of excellence and transparency encourages our colleagues to bring their authentic selves and unique perspectives/ideas every day. With 140 years of rich history behind our brand, we know that our people are the driving force behind our success. We believe in investing in our colleagues by offering work-life balance, competitive/ benefits, ongoing learning/continuing education, and skill development. Through a positive and engaging workplace, we facilitate growth, development, and fulfillment for all.

Join us and be a part of a brand that inspires creativity, innovation, and passion in support of locally-owned stores around the world.

This position is for the late shift in our Customer Experience team, with typical hours of 11am-7pm or 12pm-8pm EST, based on business needs.

Responsibilities

• Process customer orders accurately across multiple data entry models while adhering to all target deadlines to ensure compliance with company service level agreements.
• Supply information to customers about orders, deliveries, product availability, pricing, and promotions.
• Communicate with Logistics personnel to coordinate special delivery requirements and to resolve problems with product availability.
• Maintain accountability and a cheerful demeanor while handling inquiries, building strong relationships with customers and colleagues.
• Demonstrate emotional intelligence, working effectively with diverse individuals and actively seeking feedback for professional growth.
• Navigates systems, procedures, and other resources adeptly to provide accurate and prompt resolution to customer inquiries.
• Prioritizes and manages multiple tasks simultaneously in an office environment with tight deadlines.
• Embraces change, adapting to a constantly evolving market and applying new training knowledge consistently to deliver excellent customer service.
• Performs other duties as assigned.

Qualifications

• Comfortable with handling a large volume of customer inquiries via phone and email.
• Working knowledge of Windows, Office 365, and standard internet browsers.
• Able to review and retain a large number of Standard Operating Procedures and best practices in a fast-paced environment.
• Demonstrates high levels of empathy when working with customers and colleagues.
• Ability to be adaptive and apply critical thinking to customer concerns to provide exceptional customer service.
• Comfortable with working in a recorded call environment and receiving monthly KPIs on performance.
• Ability for hybrid work (80% in office, 20% remote).
• Ability to maintain company equipment and a professional work environment in a remote setting.
• Flexible schedule availability to accommodate business needs when required.
• Ability to work occasional weekends, holidays, and overtime.
• High School Diploma or equivalent.
• 0-2 years customer contact center experience.
• Must be eligible to work in the U.S.
• Must demonstrate patience, adaptability, problem-solving skills, teamwork, and a genuine commitment to providing a helpful and positive customer experience.

Physical Requirements

• Prolonged periods of sitting at a desk working on a computer.
• Ability to lift up to 15 lbs. occasionally (e.g. files, boxes of documents).
• Frequent use of hands and fingers for typing, writing, and handling documents.
• Visual activity required for reviewing documents, spreadsheets, and computer screens.
• Occasional standing, walking, and reaching within the office environment.

Pay Range

USD $20.00 - USD $25.10 /Yr.