The Customer Care Representative will be expected to answer inbound customer phone calls and process inquieries via mail, fax, or Internet in a fast-paced call center. Currently, we are hiring both Full-time (40 hours per week) and Part-time (20 to 30 hours per week) for this role.
Responsibilities:
- Conduct customer interactions in a friendly, courteous, and professional manner.
- Analyze customer needs and provide accurate information regarding pricing, delays, and product details.
- Key orders quickly and accurately while maintaining attention to detail.
- Perform basic mathematical calculations during order entry.
- Route calls to other departments to ensure exceptional customer service.
- Troubleshoot customer issues related to online ordering, tracking, order accuracy or account access.
- Identify recurring issues and escalate trends to leadership.
- Maintain accurate customer records in CRM systems.
- Meet or exceed performance metrics such as call quality, handle time, and customer satisfaction.
- Protect customer privacy by following all data security and confidentiality guidelines.
- Participate in ongoing coaching and training to maintain high service standards.
- Adapt quickly to changes in procedures, systems, and product offerings.
- Upsell additional merchandise when appropriate.
- Follow all company policies and procedures as outlined in the Employee Guidebook.
- Consistent attendance and punctuality to support team scheduling.
- Flexibility to work extended hours during peak seasons or promotional periods.
- Perform additional duties as assigned.
- Able to work every other weekend both Saturday and Sunday.
- Able to work weekdays in our Galesburg, IL office. Once trained, weekend hours will be worked from home.
General Skills & Competencies:
- Strong organizational, listening, and decision making skills.
- Excellent written and verbal communication abilities.
- Ability to multitask while maintaining accuracy and professionalism.
- Proficiency with keyboarding and 10 key number pad.
- Ability to work effectively with team members, especially during peak order and shipping periods.
- High attention to detail when entering orders or updating customer accounts.
- Ability to de escalate challenging interactions using empathy and problem solving.
- Comfortable working in a metrics driven environment.
- Strong time management skills to balance calls, documentation, and follow up tasks.
- Ability to learn new software quickly and navigate multiple systems during live call.
- Ability to work independently while staying engaged and productive.
Technical Requirements:
- Reliable high speed internet connection suitable for remote voice communication.
- Ability to work with dual monitors and multitask across several applications.
- Familiarity with email, chat, and ticketing systems used in customer support.
- Comfort using headsets, softphones, and VoIP tools for inbound and outbound calls.
- Maintaining a quiet, distraction free workspace suitable for professional customer interactions.
Education:
- High school diploma or GED or currently pursuing either.
Pay Rate:
The pay range below is provided in compliance with state/city specific laws. This pay range applies to this location. Pay ranges may be different in other locations.
- $17.00 to $17.25 per hour+ Incentives
- Any hours worked 6 pm or later on Monday through Friday will pay $1 extra per hour; any hours worked on Saturdays and/or Sundays will pay $1 extra per hour.
Full-Time Benefits Include:
- Medical/Dental/Vision Insurance
- 401K & Profit Sharing Plan
- Incentive Bonus Plans
- Paid Holidays & Paid Time Off
- Paid Parental Leave
- Short-Term/Long-Term Disability
- Training Opportunities
- Basic & Optional Life Insurance
- Employee Discount
Part-Time Benefits Include:
- 401K & Profit Sharing Plan
- Incentive Bonus Plans
- Paid Time Off
- Employee Discount