Customer Service Specialist

Interested in finding a career with a company who treats you like a person and not a number? Burch Bottle & Packaging could be the place for you! We are looking to add a world-class Customer Service Representative to our team. This individual will be trained to provide information on products/services, resolve problems, and take orders accurately and efficiently.

Our top tier customer service team serves as the first point of contact for our customers. Whether it be a phone call, email, or live-chat, our customer service representatives always do their best to keep our customers happy. Don't believe us? Check out our company ratings!

At Burch Bottle, our mission is to provide high-quality packaging components at competitive prices while achieving speedy delivery and superior customer service. We value teamwork, compassion, efficiency, diverse thinking, accountability, and communication. Career growth is a focal point in all departments of Burch. Internal advancement is in no short supply at Burch Bottle and we encourage all of our staff to take advantage of any opportunities that excite them.

The packaging industry is full of details both large and small. There is a lot to know about something as seemingly ordinary as a jar, lid, bottle, or really any rigid packaging supplies. While we have no expectation for our applicants to come in with packaging knowledge (though that would be a cool plus!), we do want to make sure that our applicants are aware that there will be a lot to learn. Don’t worry though, we will help you get there!

Hourly non-exempt position

Hours: 8:30 am-5:00 pm Monday through Friday

Benefits:

• 5 paid sick days per year plus 1 added sick day after 1 full year
• Company provided lunch on Monday
• 360 reward and recognition program
• Vacation time
• 14 paid days off to recognize holidays
• Group health, dental, and vision insurance after 30 days of employment (Includes Telehealth)
• FSA offered after 30 days of employment
• Weekly pay
• Simple IRA with up to 3% match after 1 year of employment

Customer Service Representative Responsibilities:

• Effectively manage a large number of customer inquiries through a variety of channels including phone, email, website live chat, and face-to-face interactions.
• Quietly and discreetly message or call employees who are requested by guests to see if they are free/would like to meet with guests.
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers and create strong relationships
• Answer/respond to emails, work-related text messages, and Teams chats in a timely manner

Customer Service Representative Requirements:

• Proven customer support experience
• Familiarity with CRM systems and practices
• Ability to adapt/respond to different types of inquiries and personalities
• High school degree or equivalent required
• College degree or higher preferred

Customer Service Representative Skills:

• Excellent communication and presentation skills
• Strong interpersonal skills
• Professional telephone skills and communications skills are essential
• Ability to multitask, prioritize, and manage time effectively
• Listening Skills
• Positive Attitude
• Ability to Work Under Pressure
• Computer Skill