Customer Service Representative

Job Description

 

Summary:

The Customer Service Representative is responsible for building customer relationships, addressing customer inquires and complaints, assisting both stores and customers with online orders through live chat, email, phone, and social media.  In addition, the representative will resolve any issues with our on-demand partners and provide support for the field and Service Center teams.  The right candidate will have a strong sense of urgency and be highly organized so that each situation is dealt with swiftly.

Key Roles and Responsibilities:

  • Maintain a positive, empathetic and professional attitude toward customers at all times
  • Communicate with customers through various channels
  • Respond promptly to customer inquiries
  • Acknowledge and resolve customer complaints across all channels, including BevMo!s on-demand delivery partners
  • Process orders for customers and assist stores when necessary
  • Ensure customer satisfaction and provide professional customer support.
  • Resolve all web order issues
  • Monitor and respond to customer feedback on all BevMo! social media channels
  • Monitor fraudulent purchases
  • Handle all Club Bev and 5% reward inquiries
  • Solid knowledge of our product to answer questions and provide recommendations to customers

Skills Required:

  • Proven track record of superior customer service skills and follow through
  • Advanced PC skills using Microsoft Word, Excel, Outlook; type at least 45 WPM
  • Ability to work in a cross-functional stream of databases including live chat;
  • Ability to work in a fast-paced, deadline-driven environment
  • Ability to prioritize work and multi-task successfully
  • Ability to develop and maintain successful team and cross-functional relationships
  • Excellent written and verbal communication skills
  • Excellent attention to detail skills
  • Ability to work a flexible schedule to meet the needs of the business

Education & Experience:

  • High School Diploma required: AA or BS/BA preferred
  • Retail experience desired  (store level, other retailer or vendor/supplier)
  • Salesforce and other CRM tools a plus