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Seasonal Customer Relations Specialist (PT-Evenings)

Seasonal Customer Relations Specialist (PT-Evenings)

1-800-Flowers Family of BrandsBolingbrook, IL, United States
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Position Summary :

Provide customer-centric assistance via phone calls, email, or live chat interactions. Serve as the initial point of customer contact for issues within the organization. Problem-solve with customers to handle and resolve complaints. Provide information in response to inquiries about products, services, current sales / coupons, and order status. Serve as a brand ambassador for our personalized products with a sense of creativity, individuality, and joy!

Hours : 4 : 00 pm - 9 : 00 pm

Pay Rate : $17.75 hourly

Essential Duties and Responsibilities :

  • Complete orders while adhering to PCI regulations, maintain customer profiles, act as a product matter expert, and provide information about products, services, account information, and order status via phone, email, or live chat correspondence.
  • Edit or cancel customer orders when applicable and credit / debit accounts accordingly.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Obtain details of complaints and address questions or concerns. Acquire better quality images regarding product complaints when necessary.
  • Confirm that appropriate changes were made to resolve customer issues.
  • Refer unresolved customer issues to designated departments for further investigation.
  • Escalate irate customer concerns to appropriate customer relations personnel.
  • Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Issue shipping claims for lost or damaged goods.
  • Process returned packages or orders that need to be reshipped.
  • Vet and post product reviews and take necessary action to correct any negative postings.
  • Post customer comments internally and perform customer follow-up if necessary.
  • Perform AVS-related tasks as warranted.
  • Troubleshoot technical issues to assist customers in placing orders and resetting passwords.
  • Review new products once added by Merchandising Team.
  • Perform additional duties as assigned.

Education and Experience :

  • Education : Associate Degree preferred or High School Diploma or equivalent with call center experience will be considered.
  • Experience : Two (2) years of experience working with customers. (Preferably a call center)

    • Knowledge, Skills and Abilities :

  • Must possess strong listening skills, a professional telephone demeanor and the ability to interact effectively and tactfully with customers in a customer-focused contact center.
  • Ability to work effectively in a team environment and maintain a positive attitude.
  • Excellent communication skills, both verbal and written.
  • Must be able to multi-task in a fast-paced environment, while maintaining a high level of accuracy and attention to detail.
  • Must have a working knowledge of Microsoft Outlook and general knowledge of computer, phone system and other common office equipment.
  • Must be able to adjust schedule based upon business needs during peak season(s), which includes being able to work overtime, if needed.
  • Bilingual Spanish a plus, but not required.
  • Online shopping experience a plus, but not required
  • Work Remotely No

    • The expected salary range for this position is $17.75 hourly. The actual compensation will be determined by experience and other factors permitted by the law.

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    Customer Relation Specialist • Bolingbrook, IL, United States