Customer Service Representative

Eastern Mountain Sports Meriden, CT
The Customer Service Representative (CSR) works in a dynamic Customer Call Center which supports the E-commerce team for Eastern Mountain Sports & Bob's Stores. Whether on the phone, or via email, it is imperative the CSR communicates professionally and effectively while addressing a variety of customer inquiries and placing orders. In many instances, the CSR is the last and first point of contact for our customers, so ensuring a genuine, positive and memorable experience is very important.

A variety of schedules are available to cover day, evening and weekend shifts, including holidays, between the hours of 8:00am - 10:00 pm, seven days a week.

Essential Duties:

* Satisfy customers' expectations, every time.

* Possess sufficient product knowledge to understand product assortment features and benefits and comfortably converse with customers.

* Receive and input Customer Orders through our ecommerce channel.

* Execute department processes and procedures to provide timely and accurate delivery of products and services to our customers.

* Provide feedback on aspects of Customer interaction to the Customer Service Leadership team.

* Report site and systems problems/enhancements.

* Work quickly to gain knowledge of all retail services and product categories at Eastern Mountain Sports and Bob's Stores.

Required Skills:

* A genuine desire to serve customers and make a positive impact on the business.

* Meeting or exceeding sales goals within schedule

* Continuously improve though feedback

* Ability to work flexible hours year round.

* Naturally inclined toward up-selling techniques

* Is able to quickly and efficiently get to the heart of what a customer needs and wants.

* Has the knowledge, skills, and personality to satisfy customer needs and optimize sales.

* Enjoys the challenge negotiating obstacles and solving problems.

* Ability to asses a situation and determine the resolution individually.

* Is detail oriented, organized, and can multi-task to ensure no customer is left behind.

* Has previous experience in a retail or E-Commerce environment.

* Can learn and navigate various software applications with ease and speed.

* Has excellent communication and negotiation skills, both written and verbal.

Required Experience:

* Strong experience with Microsoft Office, with a strong focus on Excel and Word.

* Experience using Google Apps (Gmail) or a similar business application.

* 1+ years of experience in customer service.

* Highly motivated and target driven with a history of sales experience

* High School Degree or Equivalent.