Customer Care Representative

Position Summary:

The primary duty of a Customer Care Representative is to assist MacKenzie-Childs customers with placing new orders or helping with existing orders. In addition, a representative will help troubleshoot complaints, errors, account questions, cancellations or other issues that may arise via email, live chat or telephone.

Essential Job Duties and Responsibilities: (Additional duties may be assigned)

80% Read and respond to customers emails and live chats promptly and with proper etiquette.

10% Review follow-ups to close any open customer issues.

10% Make outbound phone calls to assist customers with placing new orders, help with existing orders, and troubleshoot issues to come to a fair resolution for both the customer and the company.

Supervisory Responsibilities:

This position does not have any supervisory responsibilities.

Education and Experience:

• High school diploma or GED
• One year of Customer Service hands-on experience desired

Special Requirements:

• Rotating weekend work as required to meet business needs.

Location: Onsite required in Auburn, NY

Knowledge, Skills, and Abilities:

• Ability to multitask and work in a fast-paced, dynamic and changing environment with a focus on meeting deadlines.
• Excellent attention to detail.
• Must have strong interpersonal and communication skills
• Self-motivation, action-oriented, as well as a team player
• Maintain consistent, dependable attendance
• Access to secure home internet should the need arise for work from home

Equipment Used:

• Computer, printer, telephone, photocopier, scanner and calculator
• Computer Software: Outlook, Word and Excel

Physical and Mental Requirements:

• Ability to sit, stand, walk, talk, hear, reach, push, pull, lift, crouch, kneel, bend, climb stairs, use fingers to grasp, handle, feel, and perform repetitive motions of hands or wrists.
• Exerts up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Close mental and visual attention required to perform work dealing primarily with preparing, analyzing, and interpreting data and figures, using a computer terminal, and/or extensive reading.
• Must work for prolong periods of time utilizing a computer keyboard and screen.

Environmental Conditions:

Work is performed in a typical office environment.