Description

About the role Our Customer Care Center team (C3) is the front line of support for the digital customer experience. Team members interact with customers and stores via phone, email, and chat on a multitude of topics to provide best in class service.

The Customer Care Specialists are highly motivated, results-driven, problem-solvers dedicated to improving the experience of Total Wine & More Customers.

The Customer Specialists role is focused on providing a premier service experience on every contact while leveraging our systems efficiently.

Through these duties Customer Care team members enable a service culture that gives us an advantage in our industry and aligns with the goals of Total Wine & More.

You will report directly to the Supervisor, Customer Care. You will

• Connect with Customers phone, chat, email.
• Build brand loyalty through friendly and effective customer engagement.
• Assist customers with a variety of inquiries; including but not limited to :
• Customer Orders
• Loyalty Program Information
• Product Information
• Company Policies
• Learn to leverage systems efficiently to provide customers with accurate solutions and information.
• Identify and communicate contact trends and customer friction to help drive a better customer experience.
• Exhibit a professional and positive attitude with both customers and team members.
• Meet or exceed all individual performance metrics to support departmental goals.
• Special Projects as assigned.

You will come with

• Customer-centric mindset.
• Ability to manage priorities, multitask and meet deadlines in a fast-paced, growth-oriented environment.
• Excellent oral and written communication skills.
• Desire to develop knowledge and skills that stretch beyond parameters of the role.
• Ability to identify problems and propose solutions.
• Desire to work collaboratively throughout the department.
• Proficiency in MS office suite and general computing knowledge.
• Strong working knowledge of TWM products and systems is a plus.
• Ability to maintain composure and professionalism when faced with difficult situations is a must.

Grow with us Total Wine & More is the country's largest independent retailer of fine wine, beer, and spirits, and we continue to grow our footprint year over year.

Total Wine offers exciting and unique career opportunities across the country and in our corporate office. Our strength is our people.

We have a commitment to training and career growth, all in an environment that values new ideas and teamwork. If you share our entrepreneurial spirit and a passion for providing best-in-class customer experience, take a moment to apply or learn more at !

Last updated : 2024-06-10