Call Center Customer Service Representative

Industry: Call Center

Company: Oriental Trading Company

Overview

As our Customer Service Representative I, you will be responsible for assisting customers over the phone, through email and chat with efficiency and professionalism, ensuring outstanding service and satisfaction, helping to Make Life More Fun every day! Wages start at $14.75 for this regular position with full and part-time schedules available.

This is an on-site position in Omaha, NE with two weeks of required training starting on the dates below:

February 3rd – Monday – Friday 6pm-9pm

February 17th – Monday – Friday 9am-5:30pm

Detailed Description

Principal Duties and Responsibilities

Essential Functions

1. Handle Customer Inquiries and Orders: Process customer inquiries and orders through chat, email, telephone, mail, and fax in a professional manner, adhering to current procedures. This includes managing catalog requests, offering specials, setup of returns, addressing issues with orders, credits, refunds, promotions, invoices, and new accounts. Offer specials, including but not limited to, YMAL items and end of call ADI discounts as displayed by the computer system.
2. Provide Technical and Shopping Assistance: Navigate websites for all Business Units to assist customers with shopping and technical support, and resolve issues related to merchandise certificates, expired prices, return mailing labels, and miscellaneous billing. Investigate customer inquiries or order issues and complete related documentation.
3. Conduct Special Projects and Surveys: Work on special projects such as outbound customer surveys and calls, and issue Good Will, Merchandise, and Gift Certificates/Gift Cards as needed.
4. Ensure Confidentiality and High-Level Service: Deliver personalized customer service, maintain confidentiality of customer information, and meet departmental production standards. Respond effectively to fluctuating volumes of emails, chats, and calls.
5. Maintain Attendance and Collaboration: Maintain regular, predictable attendance, abide by all policies and procedures of Oriental Trading Company, and participate in face-to-face meetings on short or little advance notice. In-person collaboration with colleagues and contractors as needed.

Marginal Functions

1. Assist in the training of new Call Center employees on the computer system and procedures of Call Center operations as requested by a Supervisor
2. Perform other related duties and projects as assigned

Here’s what you need to join the fun:

Knowledge, Skills, and Abilities

• Sound knowledge of telephone etiquette
• Proficiency in using computers and familiarity with chat and messaging platforms
• Requires good reading, listening, and interpersonal communications skills
• Ability to multitask effectively and handle multiple chat conversations simultaneously
• Must be able to read and navigate through numerous computer windows in an efficient manner while speaking with customers
• Maintains professional and friendly tone when communicating with customers
• Excellent written communication skills with a strong aptitude of grammar and spelling

Education

• High School Diploma or equivalent preferred

Experience

• Previous customer service experience preferred

Join us at Oriental Trading, a Berkshire Hathaway Company, where fun means business!

Oriental Trading Company (www.orientaltrading.com),is the nation’s largest direct retailer of value-priced party supplies, arts and crafts, toys and novelties, and a leading provider of teaching supplies and affordable home décor and giftware. Founded in 1932 by a Japanese American, the Oriental Trading history of fun spans the better part of the last century. Today, Oriental Trading offers more than 60,000 products to individuals, teachers, schools, churches, businesses and nonprofits. With a corporate vision to “Make Life More Fun,” Oriental Trading (a Berkshire Hathaway company) spreads joy and smiles to millions each year through a robust family of brands; Oriental Trading, Fun Express, MindWare, SmileMakers, Morris Costumes and halloweenexpress.com.

EOE