Virtual Customer Care Consultant - Roomplace
Romeoville, IL
About the Job
DescriptionEssential Position Purpose:
The Virtual Customer Care Consultant is responsible for creating, preserving and cultivating customer relationships via phone, text, email and chat. During interactions the Virtual Customer Care Consultant will analyze and acknowledge customer needs and provide informative and accurate recommendations on current products and promotions, while maintaining high levels of service.
Job Related Responsibilities:
1. Provide exceptional customer service, while educating the customer and providing documentation to summarize customer needs.
2. Inform customers of all upcoming updates, features and additional services.
3. Demonstrate the company’s core and growth values in the performance of all job functions.
4. Maintain current knowledge of products and applicable policies/procedures in order to provide solutions for customer needs.
5. Multi-task by handling 2 to 5 chats simultaneously and piece together varying data, while maintaining fluid conversations.
6. Work closely with other departments to resolve issues including but not limited to sales.
7. Promptly identify, research, and resolve Customer requests.
8. Troubleshoot, navigate, and assist customer with online demonstrations, while consulting and guiding the customers through their online shopping experience.
9. Perform other duties assigned
Core Competencies:
Business Acumen.
Problem Solving
Communication.
Consultation.
Critical Evaluation.
Ethical Practice. Cultural Awareness.
Relationship Management.
Change Management.
Organizational Design/Effectiveness.
Time Management
Professionalism
RequirementsQualifications:
• GED or High School Diploma
• Minimum of 1 years’ experience with online customer service, preferably with an online retailer.
• Excellent verbal and written communication skills
• Ability to multi-task and be proactive in a fast-paced environment
• Ability to provide outstanding customer service to both internal and external clients
• Attention to detail with superior customer service, enthusiasm and passion.
• Working knowledge of continuous improvements and document management systems.
• Proficient computer skills, including experience with Microsoft Office Suite, internet, Front (similar to Zendesk / Salesforce) and Storis (Retail system) preferred but not required:
• Ability to type 35 wpm and navigate websites and multiple systems while maintaining numerous written conversations.
• Strong attention to detail and agility skills, along with the ability to pivot seamlessly when direction and priorities change on short notice.
• Bi-lingual (Spanish) helpful.
The Virtual Customer Care Consultant is responsible for creating, preserving and cultivating customer relationships via phone, text, email and chat. During interactions the Virtual Customer Care Consultant will analyze and acknowledge customer needs and provide informative and accurate recommendations on current products and promotions, while maintaining high levels of service.
Job Related Responsibilities:
1. Provide exceptional customer service, while educating the customer and providing documentation to summarize customer needs.
2. Inform customers of all upcoming updates, features and additional services.
3. Demonstrate the company’s core and growth values in the performance of all job functions.
4. Maintain current knowledge of products and applicable policies/procedures in order to provide solutions for customer needs.
5. Multi-task by handling 2 to 5 chats simultaneously and piece together varying data, while maintaining fluid conversations.
6. Work closely with other departments to resolve issues including but not limited to sales.
7. Promptly identify, research, and resolve Customer requests.
8. Troubleshoot, navigate, and assist customer with online demonstrations, while consulting and guiding the customers through their online shopping experience.
9. Perform other duties assigned
Core Competencies:
Business Acumen.
Problem Solving
Communication.
Consultation.
Critical Evaluation.
Ethical Practice. Cultural Awareness.
Relationship Management.
Change Management.
Organizational Design/Effectiveness.
Time Management
Professionalism
RequirementsQualifications:
• GED or High School Diploma
• Minimum of 1 years’ experience with online customer service, preferably with an online retailer.
• Excellent verbal and written communication skills
• Ability to multi-task and be proactive in a fast-paced environment
• Ability to provide outstanding customer service to both internal and external clients
• Attention to detail with superior customer service, enthusiasm and passion.
• Working knowledge of continuous improvements and document management systems.
• Proficient computer skills, including experience with Microsoft Office Suite, internet, Front (similar to Zendesk / Salesforce) and Storis (Retail system) preferred but not required:
• Ability to type 35 wpm and navigate websites and multiple systems while maintaining numerous written conversations.
• Strong attention to detail and agility skills, along with the ability to pivot seamlessly when direction and priorities change on short notice.
• Bi-lingual (Spanish) helpful.
Source : Roomplace