The Customer Service Representative is a front line service professional and brand representative for HSN. Our Customer Service Representatives build customer loyalty and increase brand value with each and every phone interaction. They do this by establishing meaningful connections and confidently driving accurate and appropriate resolutions to problems with customer orders, accounts or other aspects of the customer experience.
A Day in the Life
Field inbound Customer Service and HSN.com support calls with potential for extended periods of high volume
Take sales calls and offer required upsells making compelling offers, presenting appropriate alternatives when necessary, and asking for the sale
Demonstrate passion and enthusiasm for customer care excellence, maintaining focus and positivity while resolving challenging or complex problems
Apply active listening skills, interject and paraphrase appropriately to best understand the customer's needs and wants
Make confident decisions and take meaningful and appropriate action using available tools and resources according to SOPs
Troubleshoot problems encountered within the customer digital self-service experience
Take personal initiative to achieve goals and objectives
Meet all key performance Indicators - Quality, Average Handle Time and Schedule Compliance
Other related job duties as assigned
Keys to Success
At HSN, if you are Agile, Innovative, Pioneering, Dynamic, Boundaryless, Passionate, Customer-Centric, Collaborative, and Results-Focused, you will love it here!
Must live in Pinellas, Hillsborough, Pasco, Hernando, Sumter, Citrus, Polk, Hardee, Desoto, Manatee, Sarasota, Orange, Seminole, Brevard, Volusia, or Osceola Counties within the state of Florida
Must have a high school diploma or GED equivalent
Standard telephone service (analog landline) (727,813, 552, 352, 863, 941, 321, 386, or 407 area code) with a wired jack near your computer
Work At home phone number must be the home residence
Strong PC skills to include: internet, Microsoft Windows and Outlook
Strong organizational, detail orientation and follow through skills
Strong communication skills and a desire to make customers happy
Ability to connect with the customer and bring excitement to the call
Prefer previous experience in sales or customer service
Our Work at Home Representatives are asked to have and maintain all necessary system requirements to ensure a good experience for our customers. Most home computers and bundled services will meet the required specifications a full spec list will be provided after your interview. Here are a few of them:
Computer and headset compatible with HSN specifications.
High speed internet connection. For the sake of call quality, satellite, broadband, wireless or dial up services are not an option.
Standard copper line phone service from a local phone company or bundled service from your internet provider.
HSN's unique blend of Retail, Television and eCommerce create a one-of-a-kind working environment. Our employees enjoy a competitive benefit program including health and retirement plans, merchandise discounts, volunteer days, and more. We encourage growth and development across the company. Most importantly, we have fun. Follow HSN Careers on Facebook, Twitter and LinkedIn.
HSN is a leading interactive entertainment and lifestyle retailer, offering a curated assortment of exclusive products and top brand names to its customers. HSN incorporates entertainment, inspiration, personalities and industry experts to provide an entirely unique shopping experience. At HSN, customers find exceptional selections in Health & Beauty, Jewelry, Home/Lifestyle, Fashion/Accessories, and Electronics. HSN broadcasts reach approximately 90 million households (with live programming 364 days per year) and its website HSN.com features more than 50,000 product videos. Mobile applications include HSN apps for iPad, iPhone and Android. HSN, Inc., founded 40 years ago as the first shopping network, is a wholly owned subsidiary of Liberty Interactive Corporation and is attributed to the QVC Group tracking stock (NASDAQ: QVCA, QVCB). For more information, please visit http://corporate.hsn.com/newsroom/, or follow @HSN on Facebook and Twitter.
About the QVC Group
The QVC Group consists of eight leading retail brands: QVC, HSN, zulily, Ballard Designs, Frontgate, Garnet Hill, Grandin Roan, and Improvements. The QVC Group has 27,000 team members in the US, the UK, Germany, Japan, Italy, France, Poland, and China. Visit the QVC Group webpage to learn more.
About Qurate Retail, Inc.
Qurate Retail, Inc. (NASDAQ: QRTEA, QRTEB) is comprised of eight leading retail brands QVC, HSN, zulily, Ballard Designs, Frontgate, Garnet Hill, Grandin Road and Improvements (collectively, "Qurate Retail Group") all dedicated to providing a 'third way to shop,' beyond transactional ecommerce or traditional brick-and-mortar stores. Globally, Qurate Retail Group is #1 in video commerce, reaching approximately 370 million homes worldwide via 16 television networks and multiple ecommerce sites, social pages, mobile apps, print catalogs, and in-store destinations, and is #3 in ecommerce in North America and #3 in mobile commerce in the US. Qurate Retail, Inc. also holds minority interests in ILG and FTD as well as various green energy investments.
About Qurate Retail Group
Qurate Retail Group comprises eight leading retail brands QVC, HSN, zulily, Ballard Designs, Frontgate, Garnet Hill, Grandin Road and Improvements all dedicated to providing a 'third way to shop,' beyond transactional ecommerce or traditional brick-and-mortar stores. Globally, Qurate Retail Group is #1 in video commerce, reaching approximately 370 million homes worldwide via 16 television networks and multiple ecommerce sites, social pages, mobile apps, print catalogs, and in-store destinations. Qurate Retail Group is #3 in ecommerce in North America and #3 in mobile commerce in the US (according to Internet Retailer). Qurate Retail Group combines the best of retail, media and social to curate products, experiences, conversations and communities for millions of highly discerning shoppers -- bringing joy, inspiration and humanity to shopping. Qurate Retail Group also curates large audiences, across multiple platforms, for thousands of brand vendors. Headquartered in Westchester, PA,Qurate Retail Group has 27,000 team members in the US, the UK, Germany, Japan, Italy, France, Poland and China. For more information, visitwww.qurateretailgroup.com.
Qurate Retail, Inc. (NASDAQ: QRTEA, QRTEB) includes the Qurate Retail Group portfolio of brands as well as other minority investments.