The Customer Care Representative contributes to 3 Day Blind’s success by responding to external and internal inquiries via telephone, chat and email. They ensure our customers receive the superior client experience that is a part of 3 Day Blinds’ core values.
Resolve basic types of customer service inquiries including:
- Service recovery calls – customer questions and concerns about newly installed product
- Status calls/Delivery and Installation questions related to orders already placed
- Internal recovery calls
- Calls from outside sales team with specific product or order questions
Provide excellent customer service by:
- Quickly and accurately identifying and assessing individual needs and taking appropriate action steps to satisfy those needs
- Solve problems systematically, using sound business judgment, and follow through on commitments
- Respond to customers in a polite and courteous manner, especially in stressful situations
- Project patience, empathy, caring, and sincerity in voice tone and words
- Establish rapport over the phone quickly, and remain positive and upbeat over prolonged periods of customer service
- Express thoughts and information clearly and succinctly
Inspire confidence and positively influence the behavior, actions, and thoughts of others
- Communicate unpleasant or negative information in a tactful manner
- Ensure the average call monitoring score over the previous six months meets or exceeds quality standards
- Consistently meet established productivity, schedule adherence, and quality standards
- Adhere to quality improvement initiatives
- Learn new skills, and retain information, facts, rules, and procedures
- Be flexible, adjust quickly, and react positively to change
- Demonstrate the ability to build and maintain productive working relationships with others and contribute as an effective team member
- Establish and maintain control of inbound calls using a well-organized call structure
Preferred Qualifications:
- High school diploma or equivalent work experience
- Customer service and contact center background preferable
- Excellent computer skills required
- Excellent written and verbal communication skills required
Ability to work flexible shifts in a 7 day a week contact center is required.
Knowledge, Skills and Abilities:
- Strong communication skills
- Enthusiastic, high energy, positive approach to solving problems
- Ability and desire to learn complex product line and ordering process
- Attention to detail
- Quality focused
Decision making skills
- Organizational skills
- Problem solving
- Team Player
- Flexibility in following a schedule
Send Resume to: clemmon@3day.com
Integrity / One Team / Superior Client Experience / Excellence / Passion
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