Experienced Customer Service Representative – Sunshine Service Expert

At careerzynith, we're on a mission to inspire confidence and optimism, inviting everyone to shine bright and stand out. Our brand vision is to create a resort state of mind, where every interaction is a chance to make a lasting impression. As a Customer Service Representative at careerzynith, you'll be the face of our brand, delivering exceptional experiences that leave a lasting impact on our customers.

• *About careerzynith**

careerzynith is a leading lifestyle brand that's all about embracing the sunshine in life. We're a company that's rooted in our bold, original, and inclusive brand outlook, where we take pride in the pursuit of excellence, create our own path, become stronger together, operate with integrity, make the world a brighter place, continuously improve, and have fun in the process. We're committed to corporate social responsibility, recognizing the importance of serving the communities where our employees work and live, and actively exploring and pursuing environmentally-friendly processes throughout our business.

• *Job Description**

As a Customer Service Representative at careerzynith, you'll be responsible for enhancing the experience of our customers who contact us through the call center. This includes Ecommerce, Retail, Wholesale, and Internal consumers. You'll delight and appease our customers, represent our brand effectively, and provide an experience that's consistent with our Sunshine Service guidelines and expectations. Your primary points of interaction with customers will be through phone, email, live chat, and social channels.

• *Key Responsibilities**

• Provide exceptional, solution-oriented, and personalized customer experiences that are consistent with our Sunshine Service Guidelines and expectations.
• Play a key role in finding solutions for escalated scenarios and resolving open issues.
• Provide overall support for the Customer Service team during peak seasons and online sale events.
• Handle all customer inquiries and complaints via phone, email, and live chat promptly, accurately, and efficiently.
• Document and update consumer records based on interactions.
• Maintain a knowledge base of the evolving careerzynith brand.
• Listen and respond appropriately while placing online and/or telephone orders.
• Service and process e-commerce exchanges.
• Process manual returns and exchanges resulting from Retail purchases.
• Locate items and complete the sale for Consumers.
• Respond to irate callers in a courteous, professional manner.
• Perform other duties as assigned or required by supervisor.
• Adhere to attendance guidelines to ensure successful contribution to team's goals and performance.
• Flexible and willing to help work on department initiatives as needed.
• Meet or exceed all CSR goals.
• Maintain department productivity levels for customer satisfaction.
• Use creative problem-solving skills in questionable service requests to increase retention.
• Handle large call volumes while maintaining focus on the customer at hand.
• Troubleshoot billing questions within PayPal, CyberSource, Afterpay, and Klarna.
• Communicate with Retail Stores to reiterate policies for consumer satisfaction purposes.
• Work closely with our Signature Store owners, which are privately owned stores that represent our brand.

• *Additional Responsibilities**

• Provide phone support during peak seasons, as well as during the online sale in August and January each year.
• Responsible for self-education of the product seasonal line and will need to know multiple seasons that correlate to both E-Commerce and Retail product.

• *Qualifications**

• 2 or 4-year degree in communications, retail merchandising, general studies, or other closely related subject; Bachelor's degree preferred.
• 1-3 years' previous customer service/call center environment.
• 1-3 years' previous Sales, or retail experience.
• Excellent interpersonal and motivational skills, innovative and self-starter.
• Positive attitude and an engaging businesslike approach.
• Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers.
• Excellent attention to detail, and organizational skills.
• Ability to perform a high volume of transactions accurately with limited supervision.
• Proficiency in using personal computers, including proficiency in Microsoft Windows, Word, Excel, and Power Point.
• Ability to master the EREG POS system, along with any new POS systems that are implemented.
• Ability to understand data flows and understand how stock levels and product data is captured and populated on the website.
• Ability to work comfortably and productively in all MS Office Applications.
• Pleasant, friendly, and engaging speaking voice.
• Exceptional "solution-oriented" nature.
• Comfort in dealing with new technology and systems.
• Ability to multi-task while managing time.
• Demonstrated ability to work in a fast-paced environment.

• *Work Environment and Culture**

• careerzynith is an Equal Opportunity Employer, committed to creating a respectful and inclusive workplace.
• We're a company that values corporate social responsibility, recognizing the importance of serving the communities where our employees work and live.
• We're actively exploring and pursuing environmentally-friendly processes throughout our business.
• Our company culture is built on our Core Values and Core Leadership Qualities, which include taking pride in the pursuit of excellence, creating our own path, becoming stronger together, operating with integrity, making the world a brighter place, continuously improving, and having fun in the process.

• *Compensation and Benefits**

• This is a full-time, hourly, non-exempt position.
• This position is eligible for overtime and standard company benefits.
• This position is based in our home office location in King of Prussia, Pennsylvania.
• This position requires adherence to defined break times, given the nature of operating the 1-888-PB-LILLY number.
• Given the seasonality of the business, this position may require flexible, additional working hours during peak periods.
• There will also be blackout periods for vacation time determined by the Customer Service Supervisor and the Retail Operations Manager.

• *How to Apply**

If you're a customer service enthusiast who's passionate about delivering exceptional experiences, we want to hear from you! Apply now to join our team at careerzynith and become a part of our Sunshine Service team.

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