Call Center Customer Service Representative

Call Center Customer Service Representative

* Call Center Experience REQUIRED

Holidays Required: Valentines Day, Mothers Day, Christmas Eve

MUST BE IN CENTRAL OR EST TIME ZONE

WHO WE ARE

For over 110 years, FTD has helped people give with meaning for lifes most important occasions through fresh florals, plants and gifts. With cutting-edge software, our mission is to deliver the best gifting experience online by processing millions of orders a year, enabling small businesses to win big in the ecommerce space. We focus on solving tomorrows challenges in partnership with our nationwide network of trusted, expert florists. Were made up of a diverse group of big thinkers and decision makers who influence how we operate and the results we deliver. By consistently testing, implementing and celebrating new ideas, were committed to growing your career from within. Together, we can continue to provide a meaningful experience for our customers, partners and our most valuable asset: our employees

OVERVIEW

The Customer Service Representative of Member Services consults FTD Member Florists with statement questions and order disputes. This position deals heavily with credit card processing and payments, checks and wires. We are seeking a dynamic, patient, and solution-oriented CSR to join our call center remotely. This position specifically requires call center experience in a high-volume environment! Ideal candidate will have an empathetic attitude, tech savvy skills, and organized note taking ability.

KEY RESPONSIBILITIES

• Respond to questions regarding the member’s statement and florist order disputes via email and by phone as appropriate.
• Respond to incoming customer calls and emails.
• Process requests using internal computer applications. Verify and validate all information provided by the member prior to submission.
• Accurately document all calls in the Member360 application.
• Consistently achieve key indicators and performance standards as defined by management.
• Provide customers with quality service by following the defined company policies, processes, and procedures.
• Read and retain information from departmental memorandums, websites, and training materials to effectively service customers.
• Participate in ongoing on-the-job training. This may include one-on-one sessions with members of management and peer coaching.
• Collaborate with cross-functional team members to improve overall member experience.
• Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• High school diploma or general education degree; 1+ years of related experience in high volume call center assisting customers over the phone and email
• Internal data entry and organized note taking experience
• Must be able to type while speaking on the phone simultaneously
• Clear problem-solving skills and ability to make quick decisions.
• Excellent communication skills, both written and oral.
• Interpersonal skills and the ability to incorporate appropriate phone etiquette.
• Clear speaking voice and good listening skills.
• Ability to handle pressure professionally and to exhibit a calm disposition.
• Ability to control the call and good follow up skills.
• Ability to work in a dynamic, virtual environment requiring self-motivation and adaptability.
• Capable in MS Office Suite (Including MS Teams)

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Job Type: Full-time

Pay: $14.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Shift:

• Day shift

Experience:

• Call center: 2 years (Required)

Work Location: Remote