Job Summary
This position is responsible for providing legendary customer service for in-store customers, and online customers resolving all customer service issues to satisfactory resolution.
This includes addressing questions related to store policy / procedure / operation, online order status, merchandise features & use, and uncovering customer needs to facilitate online customer upsell.
The team member engages every Tractor Supply Company customer via phone, email, website, mail, social media, or other communication venues.
Essential Duties and Responsibilities (Min 5%)
- Professionally represents Tractor Supply Companies Mission and Values and the Brand in each and every customer engagement.
- Answers, logs, and resolves all customer contacts, inquiries, and concerns.
- Completes online sales, upsells, and resolves all online order issues / inquiries with customers calling into the Solutions Center.
- Follows through with a sense of urgency on any research or additional contact to ensure customer complaint or query is resolved in a timely manner.
- Partners with the field, vendors and internal departments to ensure resolution to customer contacts as needed.
- Provides product information and project information, which could include recommending products to purchase and / or their effective use.
- May perform other duties as assigned*
Required Qualifications
Experience : Store operations, retail, customer service experience and call center experience preferred
Education : High school diploma preferred. Any suitable combination of education and experience will be considered.
Preferred knowledge, skills or abilities
- Must possess basic computer skills with experience in Microsoft Word, Microsoft Excel
- Must possess strong communication (verbal, listening, and written) and interpersonal skills.
- Must have the ability to handle conflict positively
- Must possess a strong sense of urgency
- Must demonstrate strong problem solving, multi-tasking and critical thinking skills
- Experience in call logging systems helpful
- Experience in a customer service-focused call center helpful
Working Conditions
Normal office working conditions
Physical Requirements
- Sitting
- Standing (not walking)
- Walking
- Lifting up to 10 pounds
Disclaimer
This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities.
A team member should perform all duties as assigned by his / her supervisor.
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