What are the responsibilities and job description for the Customer Service Receptionist position at Rocky Brands Career Opportunities?
Essential Duties and Responsibilities
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Duties and responsibilities include the following, other duties may be assigned:
Welcome clients, guests, or employees with a friendly and professional demeanor.
Direct and assist visitors with Company electronic visitor sign-in system.
Keep the reception area tidy and professional-looking.
Coordinate with other departments for seamless visitor or client experiences.
Professionally and promptly answer and administer all incoming calls to the Company switchboard as well as both Ecommerce and Wholesale phone queues.
Ascertain customer problems or reasons for calling, chatting, emailing, or mailing; provide appropriate solutions and alternatives to ensure resolution.
Assist with placement of orders, refunds or exchanges and the cancellation of orders.
Enter orders as needed.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Collaborate with Ecommerce team and explore opportunities to increase online sales through marketing initiatives.
Offer feedback to E-commerce department regarding consumer's experience while interacting with websites including suggestions for improvements based on this feedback.
Help to troubleshoot, understand, and fully document any web issues before getting it to the correct technical resource for resolution.
Work to convert call and chat inquiries into sales.
Manage consumer chats and email correspondence.
Knowledgably respond to inquiries including product lines and warranties; and promotions. Be able to suggest alternate product selections.
Qualifications
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Associate's degree (A. A.) or equivalent from two-year College or technical school; or two (2) to four (4) years related experience and/or training; or equivalent combination of education and experience. One (1) to two (2) years of call center experience.
Excellent communication and interpersonal skills.
Strong multitasking and organizational skills.
Intermediate level of experience in Microsoft Suite of Applications with a focus on Word, Excel, PowerPoint and SharePoint
Maintain a strong working knowledge of Company systems and how they interact with one another.
Knowledge of online shopping and general E-commerce user experience.
Intermediate level of skill in Microsoft applications including Word, Excel, PowerPoint, and Outlook.
Strong experience using web-based service and/or ecommerce tools. Strong oral and written communication and telephone skills.
Demonstrated professionalism and positive attitude.
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.
Ability to work a flexible schedule, including nights and weekends as needed. Bi-lingual in Spanish is a plus.