Seasonal Call Center Representative

Seasonal Call Center Representative

Join the Enstrom Candies Team

Are you a people person with a passion for delivering exceptional service? Do you thrive in a fast-paced, festive environment? If so, we'd love to have you on our team this holiday season!

As a Seasonal Call Center Representative at Enstrom Candies, you'll be a key part of delivering the sweet experience our customers know and love. You'll assist callers with questions about our handcrafted confections, place gift orders, resolve order concerns, and ensure every interaction reflects our commitment to exceptional service. Whether it's by phone, email, or chat you'll help spread holiday cheer, one happy customer at a time.

Essential Position Functions & Responsibilities

The Customer Service Representative has one of the most critical positions at Enstrom Candies. In addition to the excellence of its products, the company has been built on the dedication to providing outstanding service to its customers.

The Customer Service Representative must be able to perform all office functions pertinent to the placing and customer service fulfillment questions, answering incoming telephone lines, preparation of hard copy orders, assisting in mentoring of seasonal call center staff, assistance of customers, vendors, and other employees with a variety of needs.

Duties and Responsibilities:

1. Manage large amounts of inbound calls by answering incoming phone lines for customer service, business sales and order lines and servicing customers, routing incoming calls to other departments, owners, or employees
2. Obtain client customer information by answering phone calls, verifying information, explaining procedures, answering questions, providing accurate information to callers, entering orders into program accurately and in a timely manner
3. Competency in performance of all aspects of Enstrom order fulfillment program, online customer ordering website, customer account information and customer service by following company procedures to implement and follow outlined company policies
4. Competency in performance of spreadsheets, word processing, email, chat, internet, and phones
5. Knowledge of company products, services, and policies to assist callers with inquires, complaints or issues while striving for one call resolution
6. Follow call center "scripts"/policies when handling different topics
7. Provide customer service for callers with problems or special requests including tracking packages, reshipping orders, quality follow-up calls
8. Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives and make relevant notes from customer interactions.
9. Respond professionally to customer calls, text, email/tickets, chats, faxes, mail, and letter correspondence. Order form/Catalog and gift list requests, credit card declines, preparation of hard copy (mail, fax & email) batches for order entry operators, returned candy procedures, tracking of packages, payment processing of orders-pay my bill, annual promotional mailing
10. Each customer service representative is responsible for mastery of the call center programs, procedures and policies. We work together as a customer service team taking responsibility to teach others in the department as needed, sharing information as needed or directed by Manager.
11. Develop and provide guidance, support, and leadership to seasonal team members
12. Making outbound calls in a timely and efficient manner
13. Ability to work on multiple assignments/jobs at one given time
14. Build sustainable relationships and engage customers by taking the extra mile and ownership of the work and/or resolution
15. Maintains a positive and professional relationship with all customers and vendors
16. Responsible for testing the order fulfilment system as directed. Identifying system inefficiencies, suggesting optimizations, and assisting with developing standard operating procedures
17. Works collaboratively with other areas within the call center and manager
18. Flexibility with work schedule and hours during slower off season. Will accommodate increased work schedule for holiday & peak times by working additional hours as assigned by call center manager.
19. Responsible for knowing company product recall procedures to ensure HACCP compliance.
20. Rotating receptionist desk duties during off season and/or as assigned.
21. Other duties as assigned

Position Requirements:

• Excellent communication and interpersonal skills
• Strong multitasking and organizational abilities
• Proficiency in MS Office (Word, Excel, Outlook)
• Keyboarding 30+ WPM
• A positive, adaptable attitude and a team-player mindset
• At least 1 year of call center or customer service experience preferred
• High school diploma or GED required
• Must be 18+ and able to pass a background check

Minimum Physical Requirements: see, hear, speak, sit for long periods, utilize computer keyboard, wear headset for shift, lift and transport up to 20 lbs.

Personal Qualities: flexibility to accommodate seasonal aspect of the business; ability to manage time effectively and multi-task; Make decisions based on company guidelines; updating of skills according to changes in technology and procedures; desire to teach seasonal order entry staff; initiative, alertness, and judgment; reliability, attendance, cooperation, and ability to work in a collaborative, team-orientated environment.

Risk of Personal Injury: Minimal, must follow all safety procedures