Customer Care Representative

Job Description

Job Description

Tervis first introduced America to our iconic insulated drinkware in 1946. Since then, we've continued to delight our customers with thousands of creative designs and customizable options, hundreds of licenses, innovative new products, and a total commitment to sustainability and responsibility. We make drinkware with personality for use at home and on the go, on our website 24/7, and through partnerships with premium retailers nationwide.

 

Position Summary:

Put your enthusiasm and ability to connect with people to work as part of the Tervis Promotional Team. Talk to customers (direct and indirect) across the U.S. on the phone and via email. Assist with the customer experience by being the first point of contact for our customers and resolving issues.

Essential Functions:

• Promptly respond to a high volume of incoming customer requests via phone and email
• Take the initiative to follow up on ongoing issues until a resolution is reached.
• Maintain a positive and energetic attitude toward customers and teammates.
• Independently resolve technical and customer support issues; reach out to your team and your leaders if additional support is needed.
• Provide accurate responses to customer inquiries regarding product availability, features, customization, order turnaround times, and special offers.
• Learn to use multiple systems to organize, enter orders, resolve issues, and track other customer issues.
• Ensure all internal and external written communications are grammatically correct and meet Tervis brand standards and guidelines.
• Recommend process improvements and work with management to implement approved new processes.
• Work with team members to ensure work is evenly distributed for optimal results.
• Assist other sales support teams as needed.
• May be asked to attend trade shows and support at other business functions.

Working Conditions:

• Works in an open environment
• Shifts are 8 hours Monday through Friday onsite at 4514 19th St Ct E, Bradenton, FL 34203

Other duties and responsibilities:

This job description does not list all job duties. Occasionally supervisors or managers may ask you to perform other duties. Performance is measured against the tasks listed in this job description and these other duties.

Management has the right to revise the job description at any time. The job description is not a contract for employment and either you or the employer may terminate employment at any time, for any reason.

• Previous experience in a customer service role is a must
• Gains satisfaction from helping others, being part of a team, and growing professionally.
• Excellent verbal and written communication skills
• Strong technical aptitude including web skills, experience using business software, and basic proficiency with MS Office
• Ability to learn, reference, and retain specific product information.
• Fast, accurate keyboarding skills while multi-tasking
• Ability to solve problems under pressure.
• Ability to analyze connections between user questions and Tervis systems and offer solutions.