Senior Customer Service Representative

Buying, merchandising and marketing teams work out of the Colorado Springs support center. We employ 480 people in stores, distribution centers and our support office.

Job summary:

This is a backfill for a team member who moved to another team. The Senior Customer Service Representative answers customer calls, chats and emails about orders, billing and account changes. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Remote position. Most of the team is in Colorado Springs, but nobody is required to come in. Communication happens mostly in Slack and short video calls.

Essential duties and responsibilities:

• Document every interaction in Zendesk or Salesforce Service Cloud
• Look up orders, accounts and shipping status in the CRM and order system
• Meet targets for handle time, quality score and customer satisfaction
• Answer inbound calls, live chats and emails from a queue
• Call customers back on open issues within the promised timeframe

Qualifications:

• 5-7 years of customer service, retail, hospitality or call center experience
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED
• Clear speaking voice and good listening skills
• Comfortable using multiple screens and systems at the same time
• Reliable attendance. Schedule adherence is tracked

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Compensation: $23.50 - $26.00 an hour

Benefits:

• Health, dental and vision coverage starting on day one
• 401(k) with 4% match
• Paid sick leave
• 11 paid holidays
• Uniforms provided

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Please include a short note on why this role interests you.

Offers are contingent on a background check and drug screen.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Nowak Goods.