Position Summary
The Customer Experience Specialist is responsible for providing outstanding customer service and support for the 1-800-Flowers.com Family of Brands. This role involves responding to a variety of customer inquiries, addressing issues and problems, and ensuring customer satisfaction across multiple communication channels and platforms. Key responsibilities include processing orders, handling replacements and adjustments, analyzing customer data, and contributing to enterprise-level projects to enhance the customer experience. The ideal candidate will have 1-2 years of customer service experience, excellent communication and problem-solving skills, ability in using multiple systems and software, and a strong commitment to delivering superior customer care that helps the customer, the business, and the organization as a whole.
Essential Duties and Responsibilities
Major responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Other responsibilities, assignments, and specific projects may be assigned at the discretion of executive management. This position requires flexibility, and the successful applicant will be used in many different areas.
- Handle a variety of customer service issues in a prompt, courteous, knowledgeable, empathetic, and professional manner, providing the highest standards of customer excellence
- Provide customers with product information, answer a multitude of inquiries, and apply creative problem-solving techniques to meet customer expectations using computer resources and catalog materials
- Process customer orders and catalog requests while supporting an elevated level of accuracy
- Solicit the sale of new or added products and services
- Help with other projects, programs, and in other departments as needed
- Demonstrate flexibility and adaptability, as this position requires the ability to execute a wide range of essential duties.
Qualifications
Minimum knowledge, skill and/or ability required to perform job functions:
- EDUCATION: Possess a high school diploma or equivalent, with relevant vocational training, job-related coursework, or equivalent work experience.
- EXPERIENCE: Demonstrate some previous work-related knowledge, skills, and experience.
- ADDITIONAL REQUIREMENTS: Maintain strict confidentiality regarding customer accounts and company information; Exhibit the ability to work collaboratively and contribute positively to a team-oriented environment.
- KNOWLEDGE: Customer and personal service principles and processes, English language structure and content, clerical procedures and systems, and basic mathematical skills including arithmetic operations.
- SKILLS: Active listening, reading comprehension, performance monitoring, clear speaking, effective time management, service orientation, active learning, application of learning strategies, clear and compelling writing, and critical thinking to identify optimal solutions.
- ABILITIES: Oral comprehension and expression, deductive and inductive reasoning, problem sensitivity, clear speech, speech recognition, near vision, written comprehension, and information ordering.
The expected pay range for this position is $23/hour - $25/hour. The actual compensation will be determined by experience and other factors permitted by the law.
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