Rockford, MI
We are currently looking for:
100% Remote - However, candidates MUST be able to commute to the corporate facility in Rockford, MI for equipment pickup/exchanges and tech support as needed.
**Must have adequate home internet speed - a link to a home speed test will be provided for self testing.
Mandatory paid training is also remote: 8am-5pm, Monday-Friday for 4 weeks
Work Schedule:
- Must be available on either Saturday or Sunday from 9am-6pm
- Hours are 12pm-9pm on the weekdays and 9am-6pm on the weekends
Minimum Required Typing Speed: 50 WPM
Mainly be responsible for answering emails related to defective items
Communication. You will need to be responsive in a timely manner. You will need to communicate with them in a clear, easy-to-understand way to solve the problem. Basic Microsoft Word skills, able to compose and proof read written documents/emails at a professional level (includes using appropriate grammar and punctuation).
Empathy. Your interactions may begin with someone who is frustrated or unhappy. It is important that you understand and identify with the feelings of others and communicate accordingly.
Patience. Customers might ask several questions, be unhappy or ask you to repeat instructions several times. Patience is important to keep the conversation on track, remain personable and provide a positive experience.
Technical knowledge. To effectively solve problems, you will likely need to know a bit of technical or industry knowledge to help them resolve the issue at hand
GENERAL FUNCTION
The eCommerce Customer Service Representative communicates with ecommerce customers by e-mail, telephone or letter regarding their online orders and order placement in the ecommerce environment. To work to resolve any issues, keeping both the customer's and the company's best interest in focus, and to serve in a public relations function as the initial contact point for customers. The eCommerce Customer Service Representative communicates with non-ecommerce consumers by letter or telephone, regarding issues of unsatisfactory performance by the product. To work to resolve any issues, keeping both the customer's and the company's best interest in focus, and to serve in a public relations function as the initial contact point for customers.
PRIMARY DUTIES
1. To answer customer inquiries as quickly and efficiently as possible through active listening techniques, creative problem solving and building a positive rapport for Wolverine Worldwide with the customer.
2. To take appropriate steps to follow through with the customer until their issue is resolved by placing initial and replacement orders, providing return instructions, and processing online credits.
3. To work through ecommerce order processing functions daily such as blocked orders, EDI 850 exceptions, express orders, lost orders, e-mail address issues, expired credit card issues, and purged credit card issues.
4. Research potential fraud cases daily to determine if an online order is legitimate.
5. Partner with the Distribution Center via a shared returns log that is updated and worked daily to make sure customer exceptions are being addressed and resolved through to completion.
6. Partner with the corporate ecommerce team to resolve any backorders.
7. To account for any expenditure outside of the ecommerce environment for customers by preparing cash refund checks/issuing appeasements and maintaining the supporting information for auditing purposes.
8. To work internally with associates to help meet or exceed the customer's service expectations.
9. To model Company vision, mission and values.
10. Performing duties consistent with the Company’s AAP/EEO goals and policies.
11. Performing other duties as required/assigned by manager.
The eCommerce Customer Service Representative is responsible for all customer calls. These include but are not limited to, calls regarding online orders and general consumer calls. He/she should be able to identify new areas of concern regarding performance of the website, determine trends, demands, and needs of our ecommerce business, as well as work to solve any current customer problems. He/she must be able to accomplish a number of tasks while remaining available for phone contact. This individual must be able to resolve issues from a Company perspective. He/she must be able to remain calm and professional while engaging in stressful interactions. The eCommerce Customer Service Representative must be available to work a flexible schedule to include Saturday and/or Sunday, and evenings during the week.
The Ecommerce Customer Service Representative must have the ability to be empathetic to customer concerns and knowledgeable about customer demands. Excellent verbal and written communication skills are a must, as well as creative problem solving skills and the ability to follow through with solutions in a timely manner. A thorough understanding of the computer programs used as tools to assist and service the customer is required.
This is a temporary opportunity Seasonal