Customer Support Representative

Job Info

The Customer Support Representative is responsible for providing front-line support, information and resolution to both In-Store and Ecommerce customers that exceed customer expectations.


  • Research and resolve all customer inquiries through use of email, phone, letters, LiveChat and Social Media in a timely and professional manner.
  • Demonstrate empathy to customer's needs; strive for first contact resolution to efficiently and effectively solve customer service issues.
  • Maximize time available to customers to resolve concerns the first time.
  • Obtain and examine all relevant information in order to assess validity of complaints and determine possible causes.
  • Provide customers information about our products and services.
  • Follow up on customer inquiries to customers and the field organization on a continual basis.
  • Communicate with Customer Service Supervisor and internal departments when a case requires escalation and immediate resolution.
  • Enhances organization reputation by accepting ownership for customer satisfaction.
  • Maintain database of customer interactions, recording details of inquiries, complaints, and compliments, as well as actions taken.
  • Provide information to other company departments following departmental practices and procedures.
  • Maintain and distribute gift cards for customers and field incentive programs.
  • Maintain compliance logs and accurate filing system for Customer Service communication documents.
  • Work in a team oriented atmosphere while independently managing own priority
  • workflow and responsibilities.
  • Provide operational support for special projects and other duties as assigned.

  • High school diploma or equivalent experience preferred
  • 1 - 2 years' experience in retail, customer service, or office environment required
  • Microsoft Office required
  • Demonstrated collaborative skills and ability to work well within a team
  • Excellent telephone communication skills
  • Good oral and written communication skills
  • Good organizational skills
  • Sense of urgency with ability to work in a fast-paced and deadline-oriented environment
  • Flexibility and the ability to prioritize multiple assignments
  • Self-motivated with initiative and attention to detail
  • Frequent periods of walking required

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