Customer Service Representative

Description

Company Overview:

Til Valhalla Project (TVP) is a veteran-owned apparel company. Proceeds from sales allow us to provide free memorial plaques to the families of fallen heroes (military, first responders, and law enforcement) and give back to our Military community via donations to raise awareness for Veteran Suicide.

There is no better place to grow your career than at TVP. We will challenge you to be creative and innovative and develop new skills. Our community-focused mission makes work personal and more rewarding. Be a part of our TVP Family and be proud of the impact you will make in our customers’ lives. 

Ideal Candidate:

The Customer Success Representative engages directly with customers through written and telephone communication. We are not looking for script readers; we search for those who can engage our customers and think critically to help find the perfect product to memorialize, remind, or spread awareness for their loved ones. We ARE looking for someone to go above and beyond to Impress our customers. Operate with understanding, active listening, empathy, patience, and kindness to customers and team members. We are looking for someone passionate about helping others and impacting our customers' lives.

Representatives will manage customer queries, process orders, make modifications, and escalate complaints across several communication channels. To do well in this role, you must remain calm when customers are frustrated and have experience working with computers. The right candidate will have an infectious personality, be polite, detail-orientated, customer-focused, target driven, and can think critically and sometimes get creative with solutions.

What is Expected of You?

• Maintain a positive, empathetic, and professional attitude toward customers.
• Engage directly with customers through various channels and consistently meet customer needs
• Respond efficiently to a high volume of customers and create a positive experience.
• Remain calm and professional while dealing with frustrated customers and providing them with the best solutions to resolve their issues.
• Navigate between various e-commerce platforms and order management software to investigate orders, available stock, and products.
• Stay current on products, memberships, sales/ads, discounts, and new and discontinued products, so that you can answer questions.
• Guide customers through our return and exchange processes.
• Demonstrate a sense of urgency and dedication to exceed customer expectations and earn loyalty through accuracy, efficiency, courtesy, and knowledge.
• Understanding and using the required software, reports, tools, and metrics.Able to meet deadlines and exceed customers' expectations consistently. 
• Strive to exceed daily 
• Aid other departments during lulls in your day.
• Cross-train and in other departments as needed.
• Other duties as assigned

Requirements

What You Need to Succeed:

• Punctual and reliable attendance. Dependable and strong work ethic
• High School Diploma or equivalent
• 3 years of Customer Service experience in a call center or office environment managing multichannel customer engagement; or 2 years in an Administration, Data-Entry, or High-volume written communication position
• Exceptional telephone manners, customer service, active listening, and verbal and written communication skills.
• Proficiency with computers, especially concerning CRM software
• Ability to resolve conflict and diffuse tension
• Typing speed 45 WPM with 98% Accuracy
• Ability to balance multiple priorities, perform under tight deadlines, and work collaboratively in a fast-paced environment.
• Ability to follow instructions, exercises independent judgment, sound reasoning, and problem-solving skills. 
• Proven ability to maintain confidentiality and secure sensitive information
• Superior attention to detail
• Being able to speak more than one language fluently would be highly advantageous.

Requires the Ability to:

• Exhibit punctual and reliable attendance. Dependable and strong work ethic
• Demonstrate integrity and honesty in daily duties.
• Resolve conflict and diffuse tension
• Balance multiple priorities, perform under tight deadlines and work collaboratively in a fast-paced environment.
• Follow instructions, exercises independent judgment, sound reasoning, and problem-solving skills. Follow instructions, use independent judgment, sound reasoning, and problem-solving skills
• Maintain confidentiality and secure sensitive information
• Work for prolonged periods on a computer
• Sit for prolonged periods at a desk
• Regularly required to read, compose written correspondence, hear, and communicate verbally
• Sometimes required to lift and move objects 10-15 lbs, occasionally lift and move items weighing more than 20 lbs.

EOE/D/V

Benefits:

• Medical Insurance
• Company Paid Group Life Insurance
• Company Paid Short-term Disability
• Employee discount
• Paid Personal Time
• Paid Vacation 
• Paid Holidays
• Casual Dress Code
• Upcoming 2023: 401k