Customer Care Representative

Job Description

THE DEPARTMENT:
The Customer Care Department manages all aspects of customer service for Helzberg Diamonds including support for Helzberg.com, stores, special orders and the S.S.C. The primary mission of the Customer Care Department is to be a sales channel that provides value-added customer support and enables the growth of our organization both offline and online. The department is a collaborative team of professionals dedicated to creating the best customer experience in the jewelry business.

POSITION SUMMARY:
Customer Care Representatives provide high touch customer service for our Helzberg customers. Customer care assists customers with sales, provide product information to shoppers, resolve purchase issues, and research questions. Our Representatives interact with many departments within the corporate office as well as with our Store Managers, Regional Managers, and of course our customers to resolve difficult situations. Customer Care Representatives must be passionate about customers, detail oriented, good at problem solving, have a sincere interest in learning all they can, and enjoy working in a fun atmosphere that is fast paced.
This is a full time, M-F, position that does have occasional Sat. shifts. Shifts are subject to change based on volume and company needs. Some mandatory overtime may be required depending on volume.


PRINCIPAL ACCOUNTABILITIES:

• Assisting customers with their online purchases via phone, chat, email, on camera video assistance, and social media. Assistance will include helping customers promote products, make appropriate sales offers and finalize sales, make informed buying decisions, and follow-up on customer questions.
• Assisting customers with concerns originating at the store, or through a visit to Helzberg.com.
• Listening to the customer's issue and entering customer data into the case management system.
• Contacting the stores to acquire specific case details and conduct research with other departments in the Store Support Center (SSC).Consulting with SSC management to determine the best solution for customers that stay within company guidelines.
• Responding to customer requests for information and assistance by way of telephone, chat, video, email, and written letter.
• Informing customers about products, services, policies and procedures.
• Assuming responsibility for additional projects or responsibilities as assigned to support the Customer Care Department.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:
The incumbent does not have any direct reports.


QUALIFICATIONS:

• Associate's degree in Retail Management or Business Administration preferred.
• One to three years of experience in customer service required. Equivalent combination of education and experience will be considered.
• Experience in a retail store environment preferred.
• Sales experience is preferred, but not necessary.
• Customer service orientation, strong communication skills, and the ability to use desktop software (Outlook, Excel, Word) required.
• Must be comfortable on camera & display a knack for having fun conversations in a social media environment.
• Must be comfortable with technology.
• Must also have the ability to demonstrate problem-solving skills and resolve customer conflict.
• Regular, predictable onsite attendance is required to perform essential functions involving interactive behaviors with co-workers and managers, operation or manipulation of equipment and/or materials located only on site, and direct interaction with internal and/or external customers.

COMPETENCIES:
Customer Service Orientation, Responsiveness, Integrity, Teamwork and Cooperation