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• Supports the customer experience by accurately placing orders, and effectively answering inquiries regarding services, product availability, features and benefits, timeframes, pricing, promotions, policies, procedures, refunds, replacements, returns, exchanges, shipping, parts, swatches, and gift cards.
• Acts as the voice of the customer recording and surfacing comments, ideas, preferences, and suggestions through SharePoint surveys or other available venues.
• Identifies, reports and escalates service gaps (through SharePoint surveys or other available venues), consumer complaints, and issues related to consumer safety, product quality, and technology, including those posted in various social media consumer outlets and specialty marketplaces.
• Accurately resolves customer-impacting issues independently and within the first contact as is reasonably possible, and avoids the creation of unnecessary Magic tickets, re-work, consultations, and interaction transfers.
• Utilizes employee training materials, SOP’s (standard operating procedures), charts, SharePoint, and any other supplemental resources and documentation necessary to serve the customer comprehensively, accurately, and independently.
• Increases AOV and sales conversion by “Saving the Sale”, offering up/cross-sells, wrap-ups, and through other sales enhancement programs.

Position Requirements

• Be at least 18 years of age.
• Must pass a criminal background check.
• Be available and flexible for a shift during the hours of operation.
• Strong organizational and time management skills
• Has developed a broad perspective on problems and can identify new, less obvious solutions.
• Self-initiative with the ability to multi-task and exhibit good judgment in a fast-paced environment.

Work at Home Requirements:

• Stable high speed Internet connection at Home, must be able to pass a speed test
• Must have a quiet home office with a door, zero background noise
• Must have own computer and USB headset