Customer Call Center Specialist - Remote

Description

Customer Call Center Specialist - Remote in Las Vegas
Total Wine & More
Work Remote but commutable to Las Vegas, Nevada Total Wine Stores
We're looking for Remote Full-Time Team Members who are passionate about delivering exceptional customer experience to join our Customer Care Center team! You will work with our guests and store teams by phone, email, live chat, and social media to provide first contact resolution. If you have a sense of empathy when engaging with people along with strong computer skills and the ability to manage multiple, concurrent issues while working collaboratively with other departments, this would be a great role for you. The home office for this role is based in Las Vegas, NV.
You will

• Partner with customers through their preferred method i.e. phone, email, chat, or social media
• Build lasting relationships with store teams by supporting them through phone and email for web orders and guest relations
• Build relationships with customers by providing a positive and informative experience
• Work with customers to identify products and quantities to make their events a memorable experience
• Document all communications with customers to promote a consistent experience across all touch points
• Partner with other teams to gather information for customers and projects
• Multitask conversing with customers while hopping into multiple systems to find their answers and document the conversations
• Work with customers to resolve issues on the first interaction and follow-up with those requiring additional information
• Use internal tools and systems to manage a productive work flow

You will come with

• Experience developing solutions and solving problems
• 2+ years in high-end retail or guest services/restaurants/hotels
• 2+ years in a contact center or guest service environment
• Ability to handle an average of 55-60 calls/shift
• Certificate of training in a customer service program or prior customer service experience desired
• A team player mentality
• Must be 21 years of age or older
• Must be punctual with attendance and shift start
• Technologically proficient and customer-focused

Additional Requirements (with Or Without Accommodations)

• Flexible schedule required
• This is a temporary full-time position (40 hours per week) and may require evenings (until 12 AM EST) and will require at least one weekend day
• Opportunity to work overtime as needed