Description Are you a people person with a passion for problem-solving? We're seeking an exceptional Customer Service Associate Tier 1 to join our dynamic team. In this role, you'll be on the front lines, turning customer challenges into success stories and transforming everyday interactions into lasting relationships. If you're ready to make a real difference in people's lives while working for a company that values relationships, innovation, and customer satisfaction, we want to hear from you! The Customer Service Associate Tier 1 works in a team-based environment and reports directly to the Customer Service Manager. This role involves being one of our valued customers' primary contact points, providing top-notch support across multiple channels, and collaborating with various departments to ensure seamless customer experiences. The ideal candidate will be a natural communicator, quick learner, and team player who thrives in a fast-paced environment and is committed to delivering exceptional service one customer at a time. Responsibilities:
- Communicate effectively with a high volume of customers by phone, email, and chat.
- Build rapport through engagement with customers to foster positive relationships.
- Proactively address and resolve challenging customer interactions, escalating when necessary.
- As a company representative, maintain a professional demeanor in all situations .
- Develop in-depth expertise in utilizing and describing our website's full range of features.
- Educate bidders on account details, auction processes, and terms and conditions.
- Process a range of payment methods (cash, credit cards, checks, e-transfers) accurately and promptly, adhering to all financial policies.
- Facilitate successful internal communications between cross-functional departments .
- Prioritize daily workload to meet customer needs and business deadlines.
- Demonstrate sound decision-making skills while handling concurrent responsibilities.
- Answer basic sales tax questions and facilitate sales tax removals when appropriate.
- Utilize advanced software skills to complete complex tasks and maintain precise records.
- Ensure meticulous attention to detail in all aspects of communication and work.
- Adapt to changes in processes, procedures, and the work environment.
- Collaborate with team members and management to enhance customer experiences and maintain a positive work environment.
- Actively participate in weekly and periodic meeting sessions.
- Perform additional responsibilities and special projects as assigned by management, demonstrating flexibility and willingness to take on new tasks.
- Undertake additional assigned duties as requested.
Supervisory Responsibilities:
Qualifications:
- High School Degree or GED, with some college education preferred.
- One year of experience in a professional office environment.
- Ability to clearly and effectively communicate on multiple channels including phone, email, chat, and in-person interactions.
- Ability to use critical thinking to de-escalate and provide solutions.
- Advanced data entry, technology, and computer software skills.
- Commitment to a high level of accuracy and attention to detail.
- Proven ability to successfully multitask in a fast-paced environment.
- Ability to work independently and confidently to meet customer needs.
- Self-motivated, dependable, and genuine interest in the online auction industry.
- Bilingual candidates who can speak, write and understand Spanish are encouraged to apply.
- Applicants must be either a U.S. Citizen or eligible to work in the U.S.
- Requires the ability to satisfactorily complete a background check.
Working Settings:
- Full-Time, Hourly, Non-Exempt, eligible for overtime.
- Office hours are 8am-5pm, Monday through Friday, overtime may be required to achieve due dates. Overtime is compensated in accordance with US Department of Labor requirements.
- Based in the Purple Wave headquarters in Manhattan, KS
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
- Must be able to access various departments of a given location.
Compensation:
- Hourly rate varies based on experience and qualifications, but typically ranges from $18.00 per hour to $19.00 per hour and is paid bi-weekly.
- Monthly Bonus Program - determined by the Company's monthly revenue result and are paid on a percent to plan payout formula. (90% = $300, 100% = $600, 110% = $900, 120% = $1,200).
- Health, Dental, and Vision starting the first of the month after 60 days of employment.
- 401(k) plan with an employer match up to 4% starting the first day of employment.
- Company-paid Life Insurance benefit of $25,000 with options to add more through employee contribution starting the first of the month after 60 days of employment.
- Personal Time Off (PTO) annual amount of 120 hours which is prorated based on the number of days between the 60th day of employment and the end of the calendar year. May vary to comply with state requirements.
- Eligible to participate in the Company Employee Stock Purchase Plan (ESPP) after 90 days of employment, with enrollment opportunities each May and November.