Seasonal Customer Care Representative (Remote Eligible)

Hanna Andersson is a Portland, Oregon-basedpremier kids and baby clothing brand. Our clothes aremade to play, made to last, and designed to let kids be kids. We have corecommitments to design, quality, and sustainability,and we believe inhelping families create meaningful everyday moments.These principles guide theHanna Way, and lead to an experience authentically differentfrom other children's brands.

We cultivate our unique brand by hiring team members whobelieve in these values, own a customer service mindset, andwho are innovative, results-oriented,and comfortable working ina collaborative and growth-driven work environment. We allshare in our brand's success, and we actively encourage ourteammembers to maintain a healthy balance in their daily lives.

How you'll play:

The Seasonal Customer Care Representative is responsible for providing a full range of customer services via inbound and outbound phone, email, and webchat contacts. They follow defined customer service guidelines, and provide professional, individualized customer service to our customers with thorough product knowledge, policy and procedure information, including placing new customer orders. The Seasonal Customer Care Representative must have excellent verbal and written communication, sound judgment and reasoning, relationship management skills, and proficiency with technology including the ability to type 30 wpm and use the 10-key.

• Identifies and utilizes all opportunities to increase sales following established guidelines.
• Collaborate with other team members, focusing on doing the right thing for the customer and brand.
• Act with urgency to resolve customer issues or complaints in a positive, thorough manner utilizing department resources, systems, standard operating procedures, and team leaders as needed.
• Operates within semi-defined guidelines and work is regularly monitored and coached for adherence to general policy.
• Display commitment to Hanna Andersson values.
• Correspond and engage Hanna Andersson customers through multiple channels, including phone, webchat, email and social to provide information about order inquires, product inquiries, merchandise assistance, general policy information, all aspects of order management, and/or obtain details of compliments and complaints
• Recommend improvements to technology or process to increase efficiency.
• Contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Provides a full range of customer service by phone, email and webchat directly to the customer including extensive product knowledge, sizing, merchandising assistance and general policy information.
• Provide exemplary customer service to all Hanna Andersson customers.
• Initiates resolution and provides order status for a variety of inquiries including: non-receipt of orders, pending orders, returns, and billing inquiries.
• Enters customer and order data by inputting alphabetic and numeric information on keyboard into order database software.
• Escalate customer issues appropriately to the Customer Care Helpdesk pursuant to department guidelines and direction.

How Hanna supports a happy, meaningful life:

Hanna Andersson believes that health and well-being should be shared by everyone. Thus, we offer the following benefits and perks for our team members:

• Generous Merchandise discount
• 401(k) with employer match
• A role that offers a flexible work environment with remote and in-office options

This position has an hourly pay rate of $16.00-18.00 depending on geographical location.This listed base salary range is a good faith representation of the base salary range for this position. However, location, unique skills and/or exceptional experience may result in an offer outside of the stated range.

Requirements:

• Excellent verbal and written communication skills.
• Ability to multi-task in a fast-paced contact center environment.
• Ability to learn and grow in role to meet defined service goals.
• Ability to give and to receive feedback in a constructive, positive manner.
• Excellent data entry skills, with a maintained accuracy typing speed of +30 words per minute and use of 10-key.
• Open to feedback with a desire to learn and grow with the company.
• 1-2 years in customer service or retail
• Confident managing ambiguity to make customer focused decision.
• Familiarity with order management systems and tools.
• Must be willing to work a flexible schedule based on business need, which will include evenings, weekends, and holidays.
• Proficiency with Windows 10 OS, Microsoft Office Suite, Google Suite, SharePoint
• Ability to maintain effective working relationships with those contacted in the course of work; ability to communicate effectively including active listening skills.
• Passion for Hanna Andersson and its products.
• Ability to work collaboratively with others in a group setting.
• Ability to maintain professional demeanor and support a team environment.
• Sound judgment and reasoning skills to utilize available resources.

Hanna Talent Cultivation Standards:

With a rise in cyber-criminal activity, please note Hanna will never:

• Extend an offer without speaking to you via phone or video call
• Ask for bank account or financial information during the recruiting process
• Interview you via email and/or send you a list of questions in lieu of an interview
• Ask for any sensitive personal information via email, text, or other forms of instant messaging

Legitimate email communication will only be done to and from @hannaandersson.com email addresses. Please examine messages carefully to ensure this is the domain you are receiving messages from, as cybercriminals may also utilize domains that look similar but may have one letter off (such as @hannaander$son.com).

Hanna Anderssonprovides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.As an Equal Opportunity Employer, Hanna Andersson prohibits discrimination, harassment, and retaliation of any kind. Hanna Andersson encourages applicants of all ages.