Customer Service Associate

Description

General Summary

The Customer   Service Associate is responsible for serving customers by phone, email, and live chat by placing orders, offering recommendations, resolving   customer service incidents, and providing accurate information about the   company and its policies. Additionally, he/she consistently contributes to a positive team environment while demonstrating an awareness of company culture and goals.

Essential Duties & Responsibilities

· Consistently provides superior customer service to customers via phone, email, and chat functionality.

· Adopts a welcoming, considerate, and proactive approach to serving customers’ needs.

· Responds promptly and courteously to all inbound customer service inquiries.

· Contributes to a positive team environment; proactively offers assistance to colleagues, maintains open   communication, and demonstrates awareness of company culture and goals.

· Accurately generates all types of transactions: general sales, pre-arrival orders, customer profile updates, local delivery and shipping orders,   wine club enrollments, etc.

· Provides solutions to a variety of customer   service incidents (e.g., incorrect order   fulfillment, failed shipment/delivery, payment issues, etc.) in a courteous   and professional manner.

· Manages challenging customer interactions in a professional manner; employs   diplomacy and creative thinking to reach solutions.

· Develops expertise in domestic and   international shipping protocols including order generation, scheduling, regulations, insurance, tax rates, weather warnings, scheduling,   and fulfilment logistics.

· Proactively monitors and responds to the company’s customer service email inbox, web-based help desk application, and chat.

· Understands when to escalate complex orders/transactions and customer service issues and does so appropriately.

· Communicates professionally in person and via email, phone, and Slack; responds to/resolves requests in a   clear, informative, and timely manner.

· Executes all other duties as assigned.