Customer Care Representative

In this role you will answer incoming customer calls, chats and emails, take orders, answer inquiries and questions, troubleshoot problems and provide information and solutions in a timely and professional manner providing excellent customer service with each and every interface.  Transact receipts into our ERP system for returned materials and create replacement orders within 24 hours of receipt of return.  Must have a passion for customer service.

What You’ll Do:

• Handle customer inquiries in a timely, professional, and friendly manner, adhering to the service level requirements.
• Resolving customer issues and complaints, processing orders and returns, providing product information, and ensuring overall customer satisfaction.
• Maintaining accurate records of customer interactions and transactions, as well as collaborating with other teams to improve the customer experience. Strong communication skills, problem-solving abilities. essential for this role.
• Ensure compliance with Speck policy and procedure and communicate these to customers in a positive, clear manner.
• Achieve and maintain rapport with both internal and external customers and work to provide the best possible service. Find ways to “delight” customers.
• Process warranty claims and refund requests in a timely and accurate manner, adhering to Speck service levels, policies and procedures.
• Provide administrative support for the Customer Service team as needed.
• Manage escalated customer issues with professionalism, tact and sound judgment to ensure a satisfactory resolution.
• Engage with Speck partners to ensure efficient workflow and timely resolution of customer issues.
• Provide reports to management as required.
• Use business computer and corporate databases to research and retrieve information and manage sales and warranty activity in a timely fashion.
• Support or work with CS management on business tools, processes and metrics as needed.

What you need to have:

• College degree or equivalent experience required.
• A minimum of 2 years experience in a similar position with a demonstrated ability to communicate effectively through telephone, email and live chat. Must have a passion for customer service!
• Proficient in relevant computer applications – MS Office (Outlook, Excel, Word); experience with ERP systems, Freshdesk, Shopify and NetSuite.
• Knowledge of customer service principles and practices.
• Must be a strong customer advocate, willing to go the extra mile to ensure customer satisfaction.
• Ability to quickly assimilate and apply relevant product knowledge to solve customer challenges.
• Strong teamwork and interpersonal skills are required.
• Knowledge of Apple products and/or experience with mobile devices (smartphones, MacBooks and tablets) is preferred.

Key Competencies:

• Ability to turn a customer issue into a win-win for the customer and the brand
• Strong verbal and written communication skills.
• Teamwork and interpersonal skills
• Skilled at managing escalated situations and determining appropriate actions and exceptions.
• Organizational skills
• Attention to detail.
• Ability to identify root cause of issues, think and react quickly and possess sound judgment to determine the appropriate approach or action to take.
• Ability to prioritize multiple tasks quickly, calmly and accurately in a fast-paced environment.
• Ability to work independently with minimal supervision yet participate as a team member with a willingness to help as needed.
• Initiative
• Resilience
• Sense of urgency