Platinum Partner Representative-Customer Service

Position Summary

We are looking for a motivated and results-driven Platinum Partner Representative to join our dynamic sales team. In this role, you will play a crucial part in fostering long-lasting customer relationships by prioritizing understanding their unique needs and delivering tailored solutions through our products and services. The ideal candidate will possess outstanding communication skills, a genuine customer-centric mindset, and a strong desire to connect with clients on a deeper level, all while achieving contact goals and driving mutual success. If you are committed to putting the customer first and building meaningful partnerships, we want to hear from you!

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat, in a friendly, professional, and positive manner.
• Provide exceptional customer service to a preferred group of customers.
• Ongoing outbound calling to a specific customer group for customer support and surveying.
• Prospecting calls to potential customers.
• Build sustainable relationships and trust with customer accounts through open and interactive communication via phone and email.
• Utilizing customer service software to input products, research questions, and resolve issues about our extensive product list.
• Documenting all customer contacts within the CRM software system.
• Offering product suggestions to customers based on their requests and needs.
• Cross and up-selling of products and special offers.
• Utilizing the computer and our website for product research and customer solutions.
• Filling out all applicable forms accurately and neatly.

Qualifications

• Exceptional oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.
• Strong organization, planning, and follow-through skills; the ability to monitor and proactively communicate with multiple Platinum Partner customers with consistency and reliability.
• Ability to control the pace and flow of the inquiry and manage call time effectively.
• Ability to actively listen and empathize with customers and acknowledge their concerns.
• Ability to follow protocol and apply sensitivity and discretion in handling confidential information.
• Ability to utilize a conversational approach to ascertain as much information regarding the customer’s business, beading preferences, and purchasing habits.
  
• Salesforce Sales and Service Cloud experience a plus.
• Computer skills sufficient to record information from the customer in an accurate and efficient manner – typing 35 WPM required.
• Ability to take direction within a team setting and complete work promptly.
• Familiarity with all Microsoft Office products.

Core Competencies

Active Listening, Clear & Concise Communication, Efficiency, Results Orientation, Building Rapport, Customer Orientation, Problem Solving & Decision Making, Product Expertise, Time Management & Efficiency, Learning Agility, Initiative, Performance Management, Accountability, Change Mastery

Core Qualities

Empathy, Patience, Positive Attitude, Initiative, Composure, Adaptability, Flexibility, Detail-Oriented

Physical Demands

Ability to remain in a stationary position 90% of scheduled work time with extensive computer use.  Occasionally move about inside the department and within the main building of the company, with or without reasonable accommodation.

Work Environment

Normal office environment, temperature controlled

Fire Mountain Gems and Beads is a drug-free workplace and is an Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer. We are committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to assure that people with disabilities are provided reasonable accommodations, Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or receive all other benefits and privileges of employment, please contact Human Resources at 541-956-8233.