Job Overview:

Join our team as a Retail Customer Service Representative where you will engage with customers, provide exceptional service, and drive sales in a dynamic retail environment.

Duties:

Daily Responsibilities:

• Prioritize Customer Service as the primary focus
• Handle incoming phone calls and voicemails
• Respond to customer service emails promptly
• Manage Package View emails efficiently
• Resolve and clear suspended tickets promptly
• Monitor and address negative reviews, ensuring timely responses
• Provide coverage for retail inquiries and assistance
• Perform regular audits to maintain accuracy in records
• Utilize PayPal for transaction inquiries and issue resolution
• Manage various order statuses including processing, payment issues, and shipping concerns
• Maintain organized reminders system for order management, including cancellation of canceled orders
• Engage with Ravelry platform, including monitoring discussions and addressing product reviews

Weekly Responsibilities:

• Process call tags and update necessary documentation
• Conduct audits of overdue orders and update tracking sheets accordingly
• Review and update order status tabs, ensuring completeness and accuracy
• Follow up on lost-in-transit orders, including customer communication and filing claims with shipping carriers
• Compile and report Customer Service metrics, including satisfaction percentages and review analysis
• Share positive reviews and performance metrics with the team through Slack channels
• Attend regular Customer Service meetings to discuss ongoing strategies and improvements

Work Schedule:

• Workdays from Tuesday to Saturday, with flexibility for events
• Operational hours from 9:00 AM to 5:30 PM daily

Experience:

• Previous experience in customer service is preferred
• Strong phone etiquette and communication skills
• Basic math skills for processing transactions
• Ability and willingness to interact with the public both in person and over the phone
• Strong multitasking skills are advantageous
• Proficiency in email communication and typing is required
• Knowledge of colors, fibers, and knitting or crochet is beneficial

Join our team today to grow your customer service and sales skills while providing top-notch service to our valued customers.

Job Type: Full-time

Pay: $16.00 - $17.50 per hour

Expected hours: No more than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Ability to Relocate:

• Reno, NV 89521: Relocate before starting work (Preferred)

Work Location: In person