Customer Care Representative (CCR)

We are adding to our Customer Care Team!

Job Description:

Located in Mountain Top, PA, Vintage Tub & Bath is a locally owned and operated, leading Internet Retailer specializing in decorative plumbing fixtures. Our rapidly growing company offers the same great pay & benefits of a big company but we have a more personal and family-style environment. We offer thorough training, experienced leadership, and a daily sense of accomplishment in a safe and secure workplace. Vintage Tub & Bath is an Equal Opportunity Employer.

Vintage Tub & Bath is seeking a Customer Care Representative. In this role you will work closely with other team members to provide outstanding service to our customers by handling questions or complaints. You will be required to develop a comprehensive understanding our products through training to troubleshoot concerns that may arise. In this role you will handle a high volume of inbound calls and chats, which may require follow up. The goal of each call is to listen, address, and resolve any concerns our customer may have.

A successful Customer Care Representative will be customer focused, detail oriented, organize, & efficient. Effective time management is a must as is the need to be polite, reliable, knowledgeable, and adaptable.

Responsibilities:

• Handle customer calls in a timely and professional manner, following company provided procedures. Ensure accurate information is being provided to the customer.
• Engage in chat service requests in a timely manner, offering assistance to the customer.
• Build lasting relationships with clients and other call center team members based on trust and reliability.
• Utilize software, databases, scripts, and tools appropriately.
• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.
• Take part in training and other learning opportunities to expand knowledge of company and position.
• Adhere to all company policies and procedures.

Customer Care Representative Requirements:

• High School Diploma or equivalent required, college degree preferred
• Familiarity with computer database & order entry systems.
• Exceptional customer service, active listening, and verbal and written communication skills,
• Ability to handle inbound calls with a professional phone voice.

• Ability to coordinate and synchronize multiple projects while maintaining a high degree of customer service.
• Ability to use Microsoft Office, Outlook, Word, Excel.
• Ability to work evenings and some weekends.

BENEFITS AT GLANCE

• Paid Vacation, increasing with tenure
• 4 Paid Holidays
• Health insurance, dental insurance, and vision coverage
• 401K plan with company match
• Casual dress code, relaxed work environment
• Potential for advancement

Physical Demands and Work Environment

While performing the duties of the job, the employee is regularly required to talk and hear, and frequently required to sit. The employee is required to handle or feel, use of one or both hands repetitively, to grasp using one or both hands, to use fine dexterity with one or both hands and move between buildings.

Normal 20/20 vision ability (with corrective lenses, if needed) is required by this position. The noise level in the work environment is somewhat quiet.

Benefit Conditions:

• Waiting period may apply

COVID-19 Precaution(s):

• Personal protective equipment provided or required
• Social distancing guidelines in place
• Sanitizing, disinfecting, or cleaning procedures in place

Job Duties:

• Answer incoming customer inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Communication method(s) used:

• Email
• Phone
• Chat

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer Care: 2 years (Required)

Ability to Commute:

• Mountain Top, PA 18707 (Required)

Work Location: In person