Customer Engagement Representative Jobs

This role will focus on representing Customer Service Culture to Customers, Store Management, Internal and External Business Partners as well as our 3rd party Call Center. This is a hybrid role in our Pittsburgh office location.

Initial training will be Monday - Friday, with a mix of classroom training and on-the-job learning. You will shift to a production schedule after your training period, with schedules varied between our operating hours of M-F 9AM-7PM and Saturday & Sunday 8AM-5PM. Most schedules will include at least 1 weekend day.

The ideal candidate is someone who thrives in a fast-paced environment, and an enthusiastic self-motivator with excellent people skills.

Our core values – People, Integrity, Passion, Innovation and Teamwork – have guided us in building an inclusive environment where everyone feels respected and empowered.

What you will do:

Use judgment to resolve Customer issues and requests via email, phone and chat, handling escalated customers in some circumstances. You will be expected to maintain focus and adherence to both daily productivity goals and customer satisfaction and quality metrics throughout your engagement.

• Other duties as assigned
• Respond to inbound customer inquiries by phone, email and online chat
• Record and document details of inquiries as well as details of actions taken to resolve the issue
• Multi-task while toggling between several applications on multiple screens
• Resolve customer issues thru independent problem solving skills and one-touch resolution

Skills and Experience you will need:

• Ability to work well within a team environment
• Must be available to work evenings (up to 7 PM) and weekends
• Strong problem solving/critical thinking skills
• Excellent verbal and written communication skills
• Ability multi-task and to learn new tasks and systems quickly
• High degree of proficiency in Gmail and other internet based applications
• Ability to work in a fast-paced and deadline-oriented environment