Customer Relations Specialist: Returns Lead
The Vermont Teddy Bear Company - Shelburne, VT

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The Bear Crew is in search of a Customer Relations Specialist: Returns Lead. This position will aid in prompt resolution to customer concerns in all aspects but focusing on Returns processes. The qualified candidate is responsible for providing every customer/guest with top-quality fanatical customer service. The position will require the individual to establish a friendly and professional interaction to enhance each caller’s/guest’s experience and portray a favorable image. These skills will need to be presented in both the Contact Center and Retail Store environments.

Essential Duties & Responsibilities:
Contact Center Duties & Retail Responsibilities:
I. Maintain full working knowledge of Sales, Fulfillment, Art & Embroidery and Customer Service policies and procedures.
II. Maintain an intricate knowledge of order flow and process for VTB as a whole.
III. Work closely with the CS liaison and using Avexxis to assist fulfillment departments with order questions, contacting Customers and/or phone agents when required. Follow through on issues until they are solved to the customer’s satisfaction (internally and externally.)
IV. Aid in processing Change of Orders as backup to the CS Liaison when assigned.
V. Responsible for expediting any orders taken after cutoff and handling last minute changes with orders to minimize CS intervention and customer impact.
VI. Process Returns for BearGrams, PajamaGrams, Calyx Flowers and Bear Hospital admissions. Working with Inventory Control and other departments in maintaining returns process procedures.
VII. Seasonally; overseeing and training other agents to perform returns processes.
VIII. Answer and return calls in a timely, professional and courteous manner.
IX. Ensure a high quality experience for our customers and portray a positive company image by conducting friendly and professional interactions in all forms of communication.
X. Strive to always improve company sales. Convert calls to sales and up sell additional items. Meet and exceed weekly average Contact Center statistics as directed by Supervisors.
XI. Enter orders accurately:
a. Enter correct product and address information by having a firm grasp of product availability, personalization parameters, product descriptions and address verification procedures.
b. Accurately describe and promote our Loyalty programs to existing and potential customers.
c. Enter accurate greeting card messages; giving creative suggestions as needed.
d. Enter accurate referral information by asking “What advertisement reminded you to call us?” and follow-up questions when necessary.
XII. Upon completion of advanced training, will be required to perform the following tasks daily:
a. Logging into Instant Service and processing customer emails and chats.
b. Process Internet orders in an efficient and accurate manner upon request.
c. Processing and coding of reships, credits and any other CS issues from the call scheduler.
d. Perform any other CS specific duty assigned.
e. Process Internet orders in an efficient and accurate manner upon request.
XIII. Keep informed and follow policies and procedures of the department by checking the CR Message Board, e-mail and other postings on a regular basis.
XIV. Answer questions from the general public even if they do not generate a sale while maintaining Customer Relations expectations.
XV. Perform at or above communicated standards in all aspects of the Retail Store and Contact Center as directed including tours, MAFFL creation, A&E operation, bear hospital and register operation.
XVI. Assist in maintaining a clean, organized and positive work environment. Present a neat clean and well-groomed appearance as prescribed by the company. Dress in a manner in keeping with accepted standards of professional attire.

I. This position requires strong sales and customer service aptitude and a desire to work with people, in an enthusiastic and motivated way.
II. A willingness to follow direction is also essential.
III. Candidates must be able to lift (20) pounds and work on their feet in a fast paced environment.
IV. Will be able to work well in a team environment as well as independently.
V. This position also requires very effective phone sales and customer service skills, strong data entry skills, good spelling and grammar skills and computer skills.
VI. Must have an enthusiastic and friendly demeanor.
VII. Must also possess the ability to accept constructive criticism/feedback
VIII. Be available to work weekends.

Education / Experience:
IX. Have standard computer operation experience.
X. Possess a High School Diploma and/or previous comparable phone sales experience, friendly and professional demeanor and the ability to adhere to departmental and company policies/procedures and adapt to new ones.