Overview The Customer Service Associate is responsible for interacting with customers through incoming calls and emails to ensure all customer inquiries and problems are resolved, as well as providing support in day to day operation of the Customer Service Center. This role uses technology to interact, communicate, research, and resolve customer inquiries. The successful Customer Service Associate has excellent verbal and written communication skills, and is patient and empathetic to customer needs. This role reports to the Customer Service Manager. Duties and Responsibilities
- Provide professional and courteous customer service engagement via email, chat session, and telephone
- Maintain a solid knowledge base with the navigational skills to apply all expected procedures and processes within the Order Management System (OMS) software application and Ecommerce platform
- Maintain high level of product knowledge and best practices for upselling and maximizing sales opportunities
- Maintain a solid product knowledge base of product lines
- Assist in the maintenance and upkeep of the customer service facility
- Practice shrinkage control through preventative measures
- Maintain a professional and courteous relationship with all associates
- Perform other miscellaneous duties assigned as per supervisors and general office instructions
- Understand and adhere to company policies
Qualifications and Requirements
- Detail oriented and customer service focused
- Basic understanding of Microsoft Suite
- Previous retail and/or call center experience a plus
- Bilingual a plus
- Good written and oral communication skills
- Able to self-manage positive and respectful behavior while working either independently with minimal supervision, or in a team environment
- Able to operate computer systems or handheld devices with minimal direction after receiving training
- Ability to understand, speak, and read English with sufficient proficiency to follow safety, loss prevention, and other policies, procedures, training, and instructions
- Able to be punctual for assigned shift and remain alert throughout shift
- Able to work 8 and/or 12-hour shifts at all hours including weekends and holidays; must be able to work overtime
Cavender's is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, military status, national origin, sex, ancestry, age, sexual orientation, pregnancy, disability, genetic information, or any other personal characteristic protected under federal, state, or local law. Cavender's will provide reasonable accommodation for persons with a disability upon request. If you have a disability and need assistance completing the application, please call Customer Service at (888) ###-#### or visit your nearest Cavender's store.