SnugZ USA
  • West Jordan, UT, USA
  • $14
  • Hourly
  • Full Time

Medical, Dental and Vision Insurance, 401K, Paid Time Off, Paid Holidays


Job Overview

Customer service is not just a department, it is an attitude.  What makes you want to go back somewhere? Think about those experiences and include them in your calls and emails. What are we are looking for in customer service? Someone who is:

         Fun - Make the customer enjoy their experience with SnugZ every time.

         Unique - Add your own personal touch to every call and email

         Impressive - Goes above and beyond on every call (i.e. customer calls for a quote on a product, confirm the project details and needs to determine all options are quoted and customer is properly educated on the product).

Responsibilities and Duties

  • Answering Phone Calls: When phone calls ring into the customer service line, answer them within 3 rings.
    • Having an abandoned call rate under 8%.
    • Having a pleasant and solutions-oriented phone presence.
    • Some calls will need to be placed on hold, this needs to stay under a 5% rate and under 2 minutes per call. A customer should never be placed on hold for longer than 30 seconds without being checked in on and confirming they are ok to continue holding.
    • Each Customer Service rep will need to take at least 7% of calls that come into the Customer Service line.

 

  • Transferring Phone Calls: Our phone system is automated, and you may get calls that do not fall under your responsibilities or a customer may come through to your line by mistake and ask for another person. You will be responsible for gathering all details and necessary information for the correct person or department to be able to quickly and accurately assist the customer.
  • Responding to Emails: When emails come in to the Customer Care email address, answering them in a timely manner.
    • All emails should be responded to within 1 hour of receipt.
    • Each Customer Service rep will need to take at least 7% of emails that come into the Customer Care email address.
    • You may need to forward emails to other departments when applicable and should advise the customer that this has been done.
    • Correctly categorizing and moving emails among the various email folders.

 

  • Taking Ownership of Projects: Once discussing a project or order with a customer, you are then responsible for following up to ensure all commitments are honored. You will then be the point of contact for that customer on the project or order and they should not need to reach out to another person for updates.
  • Product Inquiries: Answering inquiries from customers whether via phone call or email regarding our products. Customers should be educated, and all details discussed to ensure the correct product with the correct components is being ordered and the PO will be placed without missing details.
  • Assisting in Order Status: Checking order status for current orders in house to confirm the Product, Quantity, Ship date, Transit Time, Ship To Address, Proof Approval Status, and answering any additional questions regarding the order.
  • Pricing Quotes: Providing pricing on catalog quantities.  Confirming Pricing structure so that appropriate price is quoted. Educating customers on product capabilities and additional options to ensure the correct product is being ordered and PO will be sent in complete with no missing information.
  • Submit Rush Requests: Checking on rush production for orders in house and potential orders.  Follow up with rush requests in a timely manner and notify customers of Approval. Follow up on the project with the customer and ensure all timelines are met.
  • Request Revisions: Processing Revisions for customers wishing to change information on an order that has already been processed. 
  • Assisting in Resolutions: When a customer calls upset or frustrated with an order that has already shipped, appropriately navigating the call and obtaining the appropriate information necessary for the resolution to be taken care of in a professional and timely manner.
  • Submitting and Providing Virtual Proofs: Assisting customers in their sales efforts by offering and providing virtual proofs so that they can see the imprint they would like to use mocked up on one of our products.
  • Submit Random Sample Requests: Assisting customers so they can see random product samples prior to ordering.  Submitting a Sample Request appropriately to be processed by our Samples Department.
  • Submit Invoice Requests: For orders that have shipped, if a customer would like to see a copy of their invoice (or have not yet received one) enter the appropriate request to be processed by accounting.
  • Communication: Communicating any issues to the Customer Service Manager in a solution-oriented manner to help improve processes or job satisfaction.

 

Essential Skills:

  • Positive, solutions-oriented attitude.
  • Detailed oriented & well organized.
  • Be approachable at all times.
  • Active listening.
  • A willingness to go above & beyond the basics to meet customer's needs.
  • Flexible approach with our customers.
  • Drive to exceed customer expectations.
  • Sound judgment.
  • Strong communication skills.

Essential Competencies (Knowledge and Abilities)

  • Ability to think beyond general guidelines to ensure all possibilities are investigated to improve the customer experience.
  • Ability to multi-task.
  • Ability to communicate verbally and in written format in a professional manner.
  • Critical thinking ability.
  • Complex problem-solving ability.
  • Ability to manage their own mood.
  • Ability to work with a team mindset.

 

Required Experience

None - Entry level position

 

Language Requirements

English Required

 

Education and Training Requirements:

High School Diploma required, College experience is a plus.

 

Physical Demands: 

None

 

Work Environment:

The Customer Service Team functions best in a collaborative environment where all team members are respected, and the focus is on working together to achieve a common goal.

 

Professional License Requirements: 

None

 

Other Requirements:

Type a minimum of 40 words per minute.

Able to work 8 hours a day Monday Friday. 40 hours per week

 

Preferred Skills, Experience, Education, Training and/or Competencies:

Previous Customer Service experience is a plus.

Previous Call Center experience is a plus.

Conflict Resolution experience is a plus.

Knowledge of S.M.A.R.T. Goals is a plus.

SnugZ USA
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