Seasonal, Customer Call Center Specialist

Seasonal, Customer Call Center Specialist

Hours: 4:00 PM EST - 10:00 PM EST with one Saturday or Sunday a week [Target 30 Hours]

Our Customer Care Center team (C3) is the front line of support for the digital customer experience. Team members interact with customers and stores via phone, email, and chat on a multitude of topics to provide best in class service. The Customer Care Specialists are highly motivated, results-driven, problem-solvers dedicated to improving the experience of Total Wine & More Customers. The Customer Specialists role is focused on providing a premier service experience on every contact while leveraging our systems efficiently. Through these duties Customer Care team members enable a service culture that gives us an advantage in our industry and aligns with the goals of Total Wine & More.

You will report directly to the Supervisor, Customer Care.

You will -

• Connect with Customers phone, chat, email.

• Build brand loyalty through friendly and effective customer engagement.

• Assist customers with a variety of inquiries; including but not limited to:

• Customer Orders

• Loyalty Program Information

• Product Information

• Company Policies

• Learn to leverage systems efficiently to provide customers with accurate solutions and information.

• Identify and communicate contact trends and customer friction to help drive a better customer experience.

• Exhibit a professional and positive attitude with both customers and team members.

• Meet or exceed all individual performance metrics to support departmental goals.

• Special Projects as assigned.

You will come with -

• Customer-centric mindset.

• Ability to manage priorities, multitask and meet deadlines in a fast-paced, growth-oriented environment.

• Excellent oral and written communication skills.

• Desire to develop knowledge and skills that stretch beyond parameters of the role.

• Ability to identify problems and propose solutions.

• Desire to work collaboratively throughout the department.

• Proficiency in MS office suite and general computing knowledge.

• Strong working knowledge of TWM products and systems is a plus.

• Ability to maintain composure and professionalism when faced with difficult situations is a must.

• 1+ years of customer service experience in a contact center, high-end retail/guest services or 3+ years of equivalent experience.

Grow with us.

Total Wine & More is the country's largest independent retailer of fine wine, beer, and spirits, and we continue to grow our footprint year over year. Total Wine offers exciting and unique career opportunities across the country and in our corporate office. Our strength is our people. We have a commitment to training and career growth, all in an environment that values new ideas and teamwork. If you share our entrepreneurial spirit and a passion for providing best-in-class customer experience, take a moment to apply or learn more at www.TotalWine.com/About-Us/Careers!

Total Wine & More considers several factors when establishing compensation. Estimated salaries determined by third parties have not been validated by Total Wine & More. Total Wine & More is an equal opportunity employer, and all qualified applicants will receive consideration for employment without discrimination based on race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Total Wine & More makes reasonable accommodations during all aspects of the employment process, including during the interview process. Total Wine & More is a Drug Free Workplace.

The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.