Customer Service Representative- Seasonal

Job Title

Customer Service & Call Center

What to Expect in the Role:

Customer Service & Call Center

• Answer incoming customer service calls promptly and professionally.
• Provide accurate information regarding products, orders, availability, shipping, delivery, returns, exchanges, and company policies.
• Assist customers with placing orders and resolving order-related questions when appropriate.
• Research customer orders and provide accurate status updates.
• Handle customer complaints and concerns professionally and courteously.
• De-escalate difficult customer situations and work toward appropriate resolutions.
• Handle escalated customer calls when necessary and determine the appropriate course of action.
• Document customer interactions, concerns, resolutions, and follow-up requirements accurately in the appropriate system.
• Follow established call handling procedures, customer service standards, and escalation protocols.
• Respond to customer emails and other customer inquiries as assigned.
• Follow up with customers when additional information or action is required.
• Maintain a professional, helpful, and customer-focused demeanor at all times.

Returns & Exchanges

• Process customer returns and exchanges in accordance with company policies and procedures.
• Review return and exchange requests for accuracy and completeness.
• Coordinate with the appropriate departments or distribution center regarding returned merchandise.
• Monitor the status of returns and exchanges through completion.
• Communicate return and exchange instructions clearly to customers.
• Identify recurring product, shipping, or fulfillment issues and communicate trends to management.
• Escalate unusual, high-value, or customer-sensitive return and exchange situations as appropriate.

Mail & Administrative Responsibilities

• Walk to the company's designated PO Box as needed to retrieve incoming mail.
• Sort and distribute mail to the appropriate departments or employees.
• Ensure customer service correspondence and other important mail is routed promptly.
• Assist with general customer service administrative duties as assigned.
• Maintain organized customer service records and documentation.

Order & Department Coordination

• Work closely with Sales, E-Commerce, Warehouse/Distribution, Manufacturing, and other departments to resolve customer issues.
• Communicate order discrepancies, damaged merchandise, shortages, shipping issues, and other concerns to the appropriate department.
• Assist in identifying process issues that may negatively affect the customer experience.
• Follow up on outstanding issues until they are resolved or properly transferred to the responsible department.
• Maintain a strong understanding of company products, services, policies, and procedures.

The Customer Service Representative is expected to:

• Treat every customer with courtesy, professionalism, and respect.
• Take ownership of customer concerns rather than simply transferring customers from department to department.
• Listen carefully and ask appropriate questions to understand the customer's needs.
• Provide accurate information and avoid making commitments that cannot be fulfilled.
• Protect customer information and maintain confidentiality.
• Strive to resolve customer concerns during the initial interaction whenever possible.
• Recognize when an issue requires management involvement and escalate appropriately.
• Represent King Ranch Saddle Shop and its brand positively in every customer interaction.
• Maintain consistent attendance and punctuality.
• Be available and ready to take calls during scheduled working hours.
• Follow established call center procedures and productivity expectations.
• Maintain accurate call and customer interaction records.
• Use company telephone, CRM, order management, email, and other systems as required.
• Maintain a clean, organized, and professional work area.
• Participate in product, system, and customer service training.
• Remain current on company policies, promotions, products, and procedures.
• Assist other Customer Service team members during periods of high call volume.
• Perform other duties and special projects as assigned by management.

What We Will Be Needing From You:

• Interpersonal and customer service skills.
• Analytical and problem-solving skills.
• Multitasking and organizational skills.
• Ability to answer a high volume of calls and/or emails daily.
• Ability to share work among a customer service team.
• Attentiveness and patience.
• Time-management skills
• Ability to find the positive in any situation.
• Working knowledge of Excel, MS Word, Email, cash…