The Paper Store is committed to being the premiere destination for all our customers' gift-giving needs. Our mission is to share our passion for The Paper Store with each customer, during each visit, by going above and beyond their expectations for both selection and service. As a Customer Service Representative, you will be responsible for handling customer service inquiries and resolving escalations in a professional manner while upholding the high level of customer satisfaction The Paper Store is known for. This role is multifaceted in responsibility, servicing customer inquiries across multiple channels. The ideal candidate for this role will be courteous, patient, and detail-oriented with an entrepreneurial personality to foster relationships for customer retention. Must practice daily open communication with the small Customer Service team.The Customer Service Representative reports directly to the Customer Service Manager with regular input from the Customer Service Supervisor.COMPETENCIES:
- Accountability: Demonstrates a sense of corporate responsibility. Takes personal ownership and responsibility for the quality and timeliness of work. Ensures that actions are consistent with words.
- Communication: Communicates information with consistency and clarity; uses active listening to effectively understand and provide feedback. Adjusts communication style to suit the audience to promote engagement and increase understanding.
- Creativity and Initiative: Forward-thinking, recognizes opportunities and finds new ways of doing things and implements improvements whenever possible. Encourages creativity and innovation.
- Professionalism: Maintains a professional and positive manner even under changing or uncertain conditions. Works well with a wide range of individuals to provide support, encouragement and direction. Engages others to accomplish organizational and departmental goals. Is seen as a role model.
- Personal Development: Displays self-awareness, a high level of energy, persistence and a positive outlook. Continuously seeks ways to improve and learns from mistakes and constructive feedback.
KEY RESPONSIBILITIES:
- Be a brand ambassador for The Paper Store
- Demonstrate customer understanding and utilize active listening, patience, empathy, and kindness when interacting with customers and internal team members
- Engage with customers through multiple channels such as phone, email, social media, and online review platforms. Conduct research and problem-solving to identify appropriate solutions for customer issues, proactively think ahead, and set follow-ups to ensure successful resolution
- Assist customers with various inquiries, including order-specific issues like missing or lost packages, initiating claims with shipping companies on their behalf, and addressing general complaints about stores or products
- Provide technical support for website navigation, guiding customers through online difficulties, and placing orders on behalf of customers when necessary
- Collaborate regularly with internal teams to address customer issues, identify trends, and develop proactive measures to prevent future problems
- Review orders to identify potential store assignment, fulfillment, and fraud issues, and take necessary action to resolve them
- Investigate customer concerns related to inaccurate product depictions online, such as images or descriptions, and coordinate with internal teams to make necessary corrections
- Manage customer accounts, including assisting customers with order history, returned shipments, order status, contact methods, and other requests related to thepaperstore.com website and stores
- Communicate effectively with stores and the distribution center to ensure timely fulfillment of e-commerce and store concierge orders
- Adhere to company policies and exercise discretion when resolving customer issues, balancing the need for customer satisfaction along with the financial impact to the company
- Conduct outbound calls to ensure customer satisfaction and maintain strong customer relationships
- Assist the broader Marketing and E-commerce team with additional duties as required
JOB REQUIREMENTS:
- College degree preferred or equivalent job experience
- Experience in Customer Service-related industry and working with people
- Friendly and calm demeanor with the ability to diffuse conflicts positively
- Flexibility to work occasional Saturdays during November-December
- Excellent oral and written communication skills, ability to interact professionally in live customer service situations
- Ability to multi-task in a fast-paced environment and work independently of others, demonstrating resourcefulness, accountability and attention to detail
- Strong computer skills and ability to quickly learn how to navigate various software programs; Proficient with Microsoft Office (Word, Excel, Microsoft Outlook) and must have the ability to maintain phone conversations while using various computer programs including but limited to virtual collaboration tools such as Microsoft Teams
- Ability to work 2+ days/week at the Corporate Office in Acton, MA
- Professional presentation in attire, demeanor, and appearance
The Paper Store is an equal-opportunity employer and considers all qualified applicants for employment without regard to race, color, national origin, religion, sex, disability, age, veteran status, or any other classification protected by state, local or federal lawLooking for Full Time Seasonal customer service representatives with availability M-F 9-5, with potential to work a couple Saturdays as needed. This position is temporary, looking for extra help to cover the holiday season October- January. Full time applicants preferred, part time applicants will be considered as well.