Returns Specialist - Kerrville, TX - job 2 of 2

Job Summary

The Returns Specialist is responsible for processing returned merchandise, entering and preparing orders requiring Product Care and Engraving services. Provides support to satisfy customers’ needs by processing returns, answering inquiries and resolving issues.

The schedule for this role is Monday - Friday; 8 AM - 5 PM; with rotating Saturday/Sunday coverage.

WHAT YOU WILL BE DOING

• Responsible for answering the 866 Returns line and helping resolve issues, while providing excellent customer service.

• Answers inquires directly from customers regarding product care and engraving orders including quoting pricing.

• Enters orders into the customer order system and appropriately forwards orders.

• Opens, identifies, and processes customer return orders, while maintaining a clean and orderly work area.

• Assists with resolving customer concerns with returns and/or product care and engraving orders. Refers upset/complicated customer situations to Returns Team Lead.

• Responds to high volume of phone and/or digital communications (chat, text messaging or email) from customers while providing an exceptional customer service experience.

• Answers customer inquiries relating to orders, products, policies and services with accurate and timely responses for a customer friendly experience.

• Assists and resolves customer complaints/issues by clarifying and researching. Escalates unresolved complaints/issues to supervisor.

• Assists customers with placing orders, providing recommendations and information on products.

WHAT YOU WILL NEED

• High School Diploma or equivalent.

• Proficiency in Microsoft (MS) Word, Excel, and Outlook programs.

• Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing.

• Mathematical Skills – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals, including calculating percentages.

• Ability to work under strict guidelines, competing priorities and immediate requests.

• Ability to work a flexible schedule, including Saturday & Sunday rotation and Overtime when necessary.

• Ability to work and collaborate in a team environment.

Preferred Qualifications

• JAC retail or JAC call center experience.