Prana Temporary Part-Time Customer Experience Associate - Schedule: M-F With Availability On Weekends And Holidays

Columbia Sportswear Company Carlsbad , CA 92008

Posted 4 months ago

The successful temporary part time Customer ExperienceAssociate is responsible for providing customer service support by telephoneand email and delivering exceptional service to create and retain loyal andlifelong prAna customers.

The temporary part time Customer Experience Associateis responsible for all customer contacts and must be able to show appropriateempathy at all times. Contacts may include inquiries such as placing orders,assisting with existing orders, warranty, billing, shipping and generalcustomer questions. The ideal candidate is patient, flexible and enjoysinteracting with customers to help resolve issues while building brand loyalty.He/she will work in a fast-paced environment requiring the ability to maintaina calm and professional composure at all times. He/she is able to work on thephone and computer for majority of the day. He/she is a team player with apositive and supportive attitude.


Essential Functionsand

Responsibilities:

Availability and Schedule:

  • Temporaryposition through the beginning of January

  • Schedule- Monday through Thursday 7am to 2:00pm, with 1-hr lunch

  • Fridays Up to 5 hours, depending on call and email volume, starting at 6am or 7am

  • Weekendavailability Saturday and Sunday 7am to 2pm

  • Additionalavailability to cover customer service team members for sick and vacation days

  • Must be able to work any/all scheduleddays during the holiday season

Customer Sales and

Service: e-Commerce & Influencer

  • Promptlyand courteously answer incoming customer calls

  • Interfacedirectly with customers via phone, email or social tools

  • Workwithin the Zendesk ticketing tool to record calls and email contacts

  • Preparefor customer inquiries by studying products, services, and customer serviceprocesses

  • Researchand resolve all customer inquiries and complaints to ensure customer retentionand satisfaction

  • Helpcustomers adjust information regarding their orders and account. This includesproviding product information and suggestions

  • Respondto customer inquiries by understanding the inquiry; reviewing previousinquiries and responses; gathering and researching information; assembling andforwarding information; verifying customer's understanding of information andanswer

  • Enter/documentinquiries and responses in customers' Full Circle accoun

  • Improvequality of service by recommending improved processes; identifying new productand service applications

  • Providereturns and warranty information, as needed

  • Maintainconstant communication with customer through email and phone conversations

  • Uploadand adjust online orders. Ensure fulfillment by following up on orderturnaround and back orders

  • Updateand charge credit card info as needed

  • Participatein training and team building exercises developed by management.

Department / TeamSupport

  • Helpmaintain systems for Customer Experience Department. This includes Full Circle, Merchant Tools andphone system

  • Developand maintain expert knowledge of current, past and future product lines

Educationand Experience

Requirements:
  • Minimum1 year experience in customer service

  • High school diploma, general education degree or equivalent

  • Computer skills, including proficiency in MS Office (Word, Excel)and MS Outlook

  • Ability to type

  • Basic math

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.

Please note: All candidates will be subject to a post-offer background check which may include, depending on position requirements, criminal history, credit history, driving record, employment verification, education and reference check.

EEO/AA Employer/Vets/Disabled/Race/Ethnicity/Sex/Sexual Orientation/Gender Identity/Age

OTS-COL

OTS-PRA


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Prana Temporary Part-Time Customer Experience Associate - Schedule: M-F With Availability On Weekends And Holidays

Columbia Sportswear Company