Customer Care Agent

Description

Job Title: Customer Care Agent

Department: Web

Reports To: Web Admin Manager

Pay Range: $17.25 - $17.75 / hour

THIS POSITION IS IN-OFFICE AT OUR HOME OFFICE IN LYNNWOOD, WA

POSITION PURPOSE

Plays a vital role in the communications between Zumiez customers via phone, e-mail, and other forms of communications. Customer Care Rep.'s are the voice of Zumiez to our customers and the voice of our customers to Zumiez.

JOB DUTIES & RESPONSIBILITIES

• Answers/returns phone calls and emails (in all applicable languages to the agent) to assist our customers with questions including shipment, product details, returns, web questions, etc.
• Reviewing orders for accuracy, details, and potential fraud
• Manages exceptions to orders (backorders, international orders, potential fraudulent orders, etc.)
• Upsell products and services when applicable
• Identify, research, and resolve customer issues
• Follow-up on customer inquiries not immediately resolved
• Transfer customer calls to appropriate staff if needed
• Other duties as assigned to assist in department initiatives

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Must be able to sit and be on the computer for extended periods of time
• Must be able to speak, read, write, and communicate

BENEFITS

• Medical, Dental, Vision enrollment
• Paid Time Off
• Paid Parental Leave
• Life Insurance
• Stock Purchase Program
• 401k Enrollment
• Product Discount
• Competitive wages. Pay will vary based on variables such as experience and skills.