Seasonal Call Center Representative Job Grand Junction area,Colorado USA,Customer Service/HelpDesk

Description

Join the Enstrom Candies Team

Are you a people person with a passion for delivering exceptional service? Do you thrive in a fast-paced, festive environment? If so, we'd love to have you on our team this holiday season!

As a Seasonal Call Center Representative at Enstrom Candies, you'll be a key part of delivering the sweet experience our customers know and love. You'll assist callers with questions about our handcrafted confections, place gift orders, resolve order concerns, and ensure every interaction reflects our commitment to exceptional service. Whether it's by phone, email, or chat — you'll help spread holiday cheer, one happy customer at a time.

ESSENTIAL

POSITION FUNCTIONS & RESPONSIBILITIES

The Customer Service Representative has one of the most critical positions at Enstrom Candies. In addition to the excellence of its products, the company has been built on the dedication to providing outstanding service to its customers.

The Customer Service Representative must be able to perform all office functions pertinent to the placing and customer service fulfillment questions, answering incoming telephone lines, preparation of hard copy orders, assisting in mentoring of seasonal call center staff, assistance of customers, vendors, and other employees with a variety of needs.

DUTIES AND RESPONSIBILTIES:

1. Manage large amounts of inbound calls by answering incoming phone lines for customer service, business sales and order lines and servicing customers, routing incoming calls to other departments, owners, or employees

2. Obtain client customer information by answering phone calls, verifying information, explaining procedures, answering questions, providing accurate information to callers, entering orders into program accurately and in a timely manner

3. Competency in performance of all aspects of Enstrom order fulfillment program, online customer ordering website, customer account information and customer service by following company procedures to implement and follow outlined company policies

4. Competency in performance of spreadsheets, word processing, email, chat, internet, and phones

5. Knowledge of company products, services, and policies to assist callers with inquires, complaints or issues while striving for one call resolution

6. Follow call center “scripts”/policies when handling different topics

7. Provide customer service for callers with problems or special requests including tracking packages, reshipping orders, quality follow-up calls

8. Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives and make relevant notes from customer interactions.

9. Respond professionally to customer calls, text, email/tickets, chats, faxes, mail, and letter correspondence. Order form/Catalog and gift list requests, credit card declines, preparation of hard copy (mail, fax & email) batches for order entry operators, returned candy procedures, tracking of packages, payment processing of orders-pay my bill, annual promotional mailing

10. Each customer service representative is responsible for mastery of the call center programs, procedures and policies. We work together as a customer service team taking responsibility to teach others in the department as needed, sharing information as needed or directed by Manager.

11. Develop and provide guidance, support, and leadership to seasonal team members

12. Making outbound calls in a timely and efficient manner

13. Ability to work on multiple assignments/jobs at one given time

14. Build sustainable relationships and engage customers by taking the extra mile and ownership of the work and/or resolution

15. Maintains a positive and professional relationship with all customers and vendors

16. Responsible for testing the order fulfilment system as directed. Identifying system inefficiencies, suggesting optimizations, and assisting with developing standard operating procedures

17. Works collaboratively with other areas within the call center and manager

18. Flexibility with work schedule and hours during slower off season. Will accommodate increased work schedule for holiday & peak times by working additional…