Customer Care Specialist (Part-Time)

Customer Care Specialist (Part-Time) 11 : 00AM - 3 : 00PM, Monday - Friday

Location : McLeansville, NC (onsite) Why Us? There’s been a place for you at our table since 1981, when Bob Page took the bold step of starting Replacements in the attic of his home.

Four decades later, his tireless passion continues to drive and inspire us to help each generation reinvent how to entertain, gather, and make a house a home.

We help create experiences that last a lifetime by providing the world’s largest selection of vintage and current tableware, silver, and estate jewelry.

Replacements is proud to nurture an inclusive workplace and believes in influencing social change through our actions. Our employees are our most valuable asset and we believe in giving them the tools and resources to keep them healthy and happy whether it’s through our onsite wellness programs, performance recognition opportunities, or our benefits package, we strive to deliver support and engagement on a daily basis.

At Replacements, there’s always a place for everyone. About the Job : Under minimal supervision, the Customer Care Specialist must be able to clearly ascertain and properly assess the need of the internal or external customer through utilizing active listening and effective questioning skills and / or taking the time to fully read and comprehend the situation.

This role advises them on necessary solutions or resources for their problems in a warm, engaging, and professional manner resulting in delivery of exceptional customer service.

Performs a variety of support tasks to offer exceptional service and resolution to our customers through multiple contact points including but not limited to phone, email, and SMS. Responsibilities :

• Represents Replacements to telephone and internet-based customers in a warm, courteous, and professional manner. Reviews customer accounts and transactions while resolving issues / or addressing complaints.
• Maintains or restores positive customer relationships by using empathy, listening skills, appropriate writing and grammar techniques, and process and product knowledge.
• Determines customer’s needs by listening / reading carefully and asking appropriate probing questions. Gives detailed explanations of services or products.
• Handles calls efficiently by navigating the conversation through effective listening and question asking that helps to maintain engagement and move the conversation forward.
• Creates and maintains accurate customer records in ORION, making notes in the file, as appropriate.
• Collaborates with other Customer Care professionals to improve customer service.
• Ensures customers are set up for the correct pattern(s) and desired piece types for database hygiene.
• Processes replacement and exchange orders to resolve customer situations. Processes prepaid shipping labels for returned merchandise.
• Processes refunds for credit cards or check orders, processes replacement and exchange orders to resolve customer situations.
• Submits and maintains records on claims for damaged or lost merchandise
• Processes prepaid shipping labels for returned merchandise
• Maintains PayPal by creating invoices for customers and checking for payments and applying to Orion orders.
• Maintains processing and customer service through Attentive SMS service.
• Assists customers with bridal registry questions.
• Explains Replacements’ purchasing procedures accurately and processes Offers to Purchases requests.
• Assists with individual sellers scheduling and reporting by phone / email.
• Ensures our customers are set-up for the correct pattern(s) and desired piece types they wish to sell.
• Resolves customer situations and complaints. De-escalates situations involving dissatisfied customers, offering patient assistance and support, and escalating when appropriate.
• Accurately updates and notes accounts with special needs, preferences or issues / resolutions.
• Completes all necessary paperwork and customer documentation to maintain effective operations.
• Fulfills the Customer Care Liaison role on a rotating assignment basis.
• Maintains individual daily efficiency data as required.
• Reports trends to leadership as appropriate.
• Meets the required individual and departmental benchmarks.

Minimum Requirements :

• Excellent phone etiquette and a pleasant speaking voice required
• Must be capable of clearly explaining concepts to others through writing and effectively updating documentation
• Must be familiar with Microsoft Word, Excel, and Outlook
• Must be able to use a telephone headset and computer to receive calls
• Must have strong English communication skills, both verbal and written
• Must be patient and able to assist customers in a friendly manner
• Must be organized, detail oriented, and quality conscious
• Must be proficient in data entry
• Must be able to structure and organize regular working activities
• Must be flexible and able to manage multiple tasks
• Must be able to work in a high-volume environment and handle high-pressure situations
• Must have excellent interpersonal skills that allow successful interaction with peers, customers, and management team environment
• Must be patient and able to able to deal with upset customers in a friendly manner and help them receive satisfaction from Replacements
• Strong analytical and problem-solving skills required to effectively serve customers
• Must have good keyboard skills; use of computer keyboard and mouse required
• Occasional standing, walking, bending, and stooping required
• Must follow all safety regulations
• Must be able to work in a general office environment
• Must be able to regularly lift and move up to 10 pounds and occasionally lift and move up to 25 pounds
• Should possess a strong commitment to providing excellent service to Replacements’ internal and external customers
30+ days ago