Customer Service Representative

Work is Sweet!
'Quality without Compromise' is not just a motto at See's Candies. It is the most important ingredient in our recipe for success. See's Candies has been in business since 1921 and maintains a reputation for producing the highest quality candy and providing superior customer service.
See's is a leader in the confectionary industry with over 250 retail shops across the USA. We are seeking friendly, enthusiastic individuals who are passionate about providing great customer service.
Job Description Summary:
This position handles inbound and outbound calls professionally and mutually beneficially, based on See's standards for customer service, order accuracy, and reducing customer complaints. This team has been tasked with providing exceptional customer service and setting a high standard of professionalism for the frontline representatives to aspire to. It is important to show that this role is the next step in professional growth within the organization.
This is a seasonal role and the pay range for this position at the commencement of employment is expected to be between $18-$19.50/hr.
Job Description:
Key Responsibilities:

• Build and maintain solid customer relationships by providing excellent customer service to all inquiries and customer contacts via phone and/or email, with a focus on See's Core Principles.

• Handle all internal and external customer service calls including order entry, processing adjustments, literature requests, tracking orders, creating new accounts, and completing required paperwork.

• Assist customers in selecting the most appropriate products and programs by tailoring recommendations to specific customer needs. Process candy and gift item orders, payment, and shipping information. Utilize upselling and suggestive selling methods to achieve defined sales goals.

• Provide effective and timely resolution for all phone orders and/or email-related issues. Record customer compliments and complaints, including processing adjustments for customer complaints.

• Assist with other related tasks as assigned by management.

• Offer exceptional customer service to both our internal and external customers.

• Assisting, guiding, and mentoring internal customers.

• Handle escalations effectively.
• Complete various customer cases.

• The helpdesk collaborates with different departments to ensure that our customers receive timely and effective solutions to their concerns. Provides timely follow-ups to escalate or general customer concerns.

• Monitoring and reviewing completed work to identify any issues that may affect the entire company.

• Performing comprehensive file maintenance tasks to ensure the proper organization, storage, and retrieval of data. Assist with other related tasks as assigned by management.
• All See's staff must be committed to the company's core principles and workplace values, including diversity and inclusion.

Competencies:

• Customer- centered
• Listening skills
• Reducing Customer Complaints
• Attention to detail
• Effective communication
• Integrity

Minimum Qualifications:

• Customer service experience: contact/call center environment is preferred. Sales or telemarketing experience is ideal. Must be results-oriented.
• Friendly and clear-speaking phone voice; effective verbal communication skills required.
• Solid attention to detail; ability to work accurately with speed and professionalism. Able to convey enthusiasm for products and programs sold.
• Demonstrated PC keyboard skills by touch and accurate typing skills.
• Working knowledge of Customer Relationship Management systems.
• Able to work a flexible schedule to meet the needs of the business during peak holiday seasons.
• Proven ability to learn new technologies quickly and manage change efficiently, proactively and positively.

See's is an EOE
See's will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state or federal law (including San Francisco Ordinance #131192 and Los Angeles Municipal Code 189.00).