Guest Service Representative - Full Time

Menards; Eau Claire (WI); On-site; USD 32,000 - 42,000; Full time

Job summary

Menards in Eau Claire, WI is seeking an E-commerce Guest Service Representative to handle guest inquiries by email and phone and to assist with product questions.

You will research answers using company tools, process returns and cancellations, explain return policies, review held orders to prevent fraud, and deliver fast, courteous service. This is a full-time on-site role requiring weekend availability.

Qualifications

• Must communicate professionally in written and verbal form.
• Able to solve problems and provide effective solutions.
• Able to plan and organize work efficiently.
• Detail oriented with ability to meet deadlines.
• Willing to work overtime and at least one weekend day per month.
• Team player with a positive attitude.

Responsibilities

• Provide exceptional guest service via email and phone.
• Research answers using Menards programs to remedy questions.
• Process returns and cancellation requests.
• Explain return policies and process returns accurately.
• Review orders on hold to mitigate fraudulent activity.
• Perform other duties as assigned by the E-Commerce Coordinator, E-Commerce General Manager, or E-Commerce Guest Service Manager.

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Job Description

The E-commerce Guest Service Representatives work directly with Guest inquires through email, telephone, or any other manner of available contact method. The Guest Service Representative is immediately responsible for assisting our Guests with their product questions and requirements.

Full Time Requirements

• Monday-Friday, 8AM - 5PM
• Must work 1 weekend day (Saturday or Sunday) per month
• An extra $3.00 per hour premium is paid for every weekend hour worked.

Primary Responsibilities

• Answer Guests' email inquires promptly and professional according to the standards defined by the E-Commerce Sales Manager
• Utilize Menards provided programs to research answers for Guests' questions and to remedy their problems quickly and effectively
• Process returns and cancellation requests as prompted by Guest inquiry
• Provide clarification on Menards return policies and process returns accurately
• Review of order on hold in a timely manner and with the provided software to mitigate our risk of potentially fraudulent orders
• Provide EXCEPTIONAL Guest service that is fast, friendly and helpful. Written responses are expected to be professional and sincere and phone calls should portray the same level of courteousness
• Other duties as assigned by the E-Commerce Coordinator, E-Commerce General Manager, E-Commerce Guest Service Manager

Skills/Requirements

• Ability to communicate in a professional and articulate manner, both verbally and written
• Ability to solve difficult problems and come up with effective solutions
• Ability to plan and organize work in an efficient manner
• Must be detail oriented
• Must be willing to work occasional overtime
• Must be able to work both independently and on a team
• Must be able to set priorities and hit strict deadlines
• Must be proficient with Microsoft Excel, Word, Outlook
• Must have a positive attitude
• Must be available one weekend day each month