Customer Care Representative

Customer Care Representative

The Customer Care Representative will be expected to answer inbound customer phone calls and process inquiries via mail, fax, or Internet in a fast-paced call center. We are hiring Part-time (20 to 30 hours per week) and Full-time (40 hours per week) for this role.

Responsibilities:

• Conduct customer interactions in a friendly, courteous, and professional manner.
• Analyze customer needs and provide accurate information regarding pricing, delays, and product details.
• Key orders quickly and accurately while maintaining attention to detail.
• Perform basic mathematical calculations during order entry.
• Route calls to other departments to ensure exceptional customer service.
• Troubleshoot customer issues related to online ordering, tracking, order accuracy or account access.
• Identify recurring issues and escalate trends to leadership.
• Maintain accurate customer records in CRM systems.
• Meet or exceed performance metrics such as call quality, handle time, and customer satisfaction.
• Protect customer privacy by following all data security and confidentiality guidelines.
• Participate in ongoing coaching and training to maintain high service standards.
• Adapt quickly to changes in procedures, systems, and product offerings.
• Upsell additional merchandise when appropriate.
• Follow all company policies and procedures as outlined in the Employee Guidebook.
• Consistent attendance and punctuality to support team scheduling.
• Flexibility to work extended hours during peak seasons or promotional periods.
• Able to work every other weekend both Saturday and Sunday.
• Able to work weekdays in our Galesburg, IL office. Once trained, weekend hours will be worked from home.

General Skills & Competencies:

• Strong organizational, listening, and decision making skills.
• Excellent written and verbal communication abilities.
• Ability to multitask while maintaining accuracy and professionalism.
• Proficiency with keyboarding and 10 key number pad.
• Ability to work effectively with team members, especially during peak order and shipping periods.
• High attention to detail when entering orders or updating customer accounts.
• Ability to de escalate challenging interactions using empathy and problem solving.
• Comfortable working in a metrics driven environment.
• Strong time management skills to balance calls, documentation, and follow up tasks.
• Ability to learn new software quickly and navigate multiple systems during live call.
• Ability to work independently while staying engaged and productive.

Technical Requirements:

• Reliable high speed internet connection suitable for remote voice communication.
• Ability to work with dual monitors and multitask across several applications.
• Familiarity with email, chat, and ticketing systems used in customer support.
• Comfort using headsets, softphones, and VoIP tools for inbound and outbound calls.
• Maintaining a quiet, distraction free workspace suitable for professional customer interactions.

Education:

• High school diploma or GED or currently pursuing either.

Pay Rate:

The pay range below is provided in compliance with state/city specific laws. This pay range applies to this location. Pay ranges may be different in other locations.

• For part-time, $17.00 + Incentives
• For full-time, $17.25 + Incentives
• Any hours worked 6 pm or later on Monday through Friday will pay $1 extra per hour; any hours worked on Saturdays and/or Sundays will pay $1 extra per hour.

Full Time Benefits Include:

• Medical/Dental/Vision Insurance
• 401K & Profit Sharing Plan
• Incentive Bonus Plans
• Paid Holidays & Paid Time Off
• Paid Parental Leave
• Short-Term/Long-Term Disability
• Training Opportunities
• Basic & Optional Life Insurance
• Employee Discount

Part Time Benefits Include:

• 401K & Profit Sharing Plan
• Incentive Bonus Plans
• Paid Time Off
• Employee Discount

Who We Are...

Founded in 1911, Blick Art Materials is in its third generation of family ownership, and is the largest and oldest provider of art supplies in the United States.

Our Mission...

At Blick Art Materials, our family owners and dedicated staff support the Visual Art Community by providing the widest selection of art supplies at the lowest prices. With extraordinary service and integrity, we strive to provide artists, educators, students, and our employees with the tools, assistance, and training they need to grow, innovate, and reach their creative potential.