Call Center Representative

World's Largest Online Cigar Store. JR Cigar is one of the largest retailers of cigars in North America. The site,  attracts over 100,000 unique users each month.

Under the direction of the Call Center Manager, Remote Customer Service Representatives/Call will work in a high-volume call center environment responding to and resolving in-bound and routine calls from customers regarding products, services, order status and other general questions. These are second shift openings. Must be available to work 1-9 or 4-midnight, depending on business need. He/she delivers service and support to the highest standards and is always ready with answers and information.

When necessary, he/she escalates issues to the right people and departments, assisting customers quickly and accurately.

• Places orders for customers and ensuring they have the best shopping experience possible
• Communicates new website features to customers (JR Plus, Cigar of the Month Club, Shop JR app. Loyalty program, Bonus Buys available, etc.)
• Up sell product to customers (Example – Bonus Buy, Subscription, and other products and services)
• Participate in weekly training
• Participate in ongoing sales and customer service coaching’s
• Provide best-in-class customer service
• Answer e-mails tickets that come in through salesforce as assigned
• Provide online chat (Live Chat) customer service as needed
• Flag items suspected of Fraud and forward to Leads/Supervisors
• Handle escalated calls when necessary
• Notify team leads and/or helpdesk of any system related issues being communicated by customers
• Other duties and responsibilities as assigned

• EDUCATION/CERTIFICATION:
  
  High school graduate or equivalent.
• REQUIRED KNOWLEDGE:
  General knowledge of Company policies and procedures.
• Basic understanding of Company products and services.
• EXPERIENCE
  
  REQUIRED:
  
  At least 1 year of experience in customer service/call center environment.
• SKILLS/ABILITIES:
  Excellent communication.
• o Excellent communication
• o Ability to work well under pressure
• o Ability to use a personal computer and related software applications including Microsoft
• o Sales force and AS400, data entry
• o Customer Service
• o Attention to Detail
• o Professionalism
• o Multi-tasking

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Required to regularly talk and hear
• Required to frequently sit, stand, and walk
• Use hands to finger, handle or feet

USD $15.00 - USD $16.00 /Hr.