E-Commerce Guest Experience Coordinator (Customer Service)

Job Summary:

Responsible for providing effective guest experience for all web inquiries regarding online merchandise or service orders by using excellent, in-depth knowledge of the agency's available products.

Essential Functions:

* Responds to customer web inquiries regarding online merchandise or service orders

* Assists customers with product selection, order placement, order confirmation, product/promotion questions, shipping status, returns, etc.

* Provide exceptional guest experience via web, phone and in person means.

* Share product knowledge and provide recommendations on product purchases

* Coordinate in person guest order pick-ups.

* Assist with loading guest in person order pick-ups

* Ensures prompt and proper resolution of customer concerns and/or issues; Escalates and engages management in customer complaints and resolutions

* Create and maintain customer loyalty by offering excellent service

* Meet with management regularly to discuss opportunities for improvement

* Recommends potential products to management by collecting customer information and analyzing customer needs

* Other duties as assigned.

Job Requirements and Qualifications:

• High School Diploma or GED required
• Minimum of one (1) year of experience in online sales or online customer service
• Demonstrate sound judgment and a high degree of personal/professional integrity
• Detail oriented with the ability to work in a fast-paced environment
• Organized and a strong aptitude to follow tasks through to completion
• Excellent active listening and time management skills
• Excellent written and oral communication skills
• Maintain dependable transportation and communication devices
• Proficiency with software, including MS Office Suite

Working Environment Conditions/Requirements:

• Must be able to stand and/or walk for extended periods of time, bend, reach and grasp, tolerate environmental issues such as dust, heat and cold, as well as meet all physical requirements to perform the duties
• Ability to work flexible hours, including weekends