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Customer Service Representative
1-800-Flowers
Jacksonville, FL, United States
Job Details - this job has expired, please see similar jobs below
Requirements
• Answer all calls within three rings with a friendly and positive attitude to serve.
• Process all complaints accurately and in a timely manner.
• Record all florist calls efficiently, and accurately.
• Assist Market Area Consultants (MAC's) as needed by phone, email and fax.
• Monitor Fulfillment Exception Queues as required.
• Assist with special projects; i.e. Welcome Calls, Additional CRM Service Request as needed.
• Places outbound calls to customers and florists as required.
• Support the department's team atmosphere by interacting with fellow associates in a positive and supportive manner.
• Possess detailed knowledge of the florist needs.
• Maintain empathy for the florist's situation.
• Speak clearly, enunciate, and avoid using jargon when speaking to a customer
• Look for win/win resolutions that are in the best interest of both florist and company
• Suggest improvements, provide feedback, voice concerns, and participate during team meeetings.
• Research and place Commitment to Coverage orders.
• Adhere to call management guidelines for average handle time (AHT); AUX and ACW time.
Description
Effectively processes executive level customer service and product issues via telephone, email, and online communications via Bloomlink with our BloomNet Network Florists. Have a higher level customer service skill set i.e. capable of handling escalated inquiries; review and resolve member florists order related questions and record key information in our Customer Relationship Management (CRM) database. Ability to process orders and inquiries received by member Florists. Responsible for the total quality of the information and specifications obtained from florists and conveyed to management and other departments.