On Call Employee
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POST DATE 9/14/2016
END DATE 11/26/2016
JOB DESCRIPTIONAmerican Greetings / AG Interactive is recruiting for Seasonal Customer Support Representatives to join our team at our Brooklyn Operations location in Brooklyn, Ohio. This position is not benefits eligible. Paid training is provided.
A seasonal Customer Support Representative is responsible for providing customer care to members of all sites owned and operated by AGInteractive during our holiday season including Black Friday, Christmas Eve, New Year s Eve, and Valentine s Day.
The representative will assist customers with:
Basic Job Description
In the role you will respond to customer s inquiries via phone and email providing an excellent customer experience with every interaction
The position requires excellent written and verbal communication skills with the ability to perform first contact resolution
Need to be skilled and experienced in problem solving skills and analysis and be able to react to customers changing needs and demands as required
Ability to work independently and be comfortable meeting a set list of performance based requirements
Responsible for ensuring that all details from any customer interaction are captured in American Greetings database tool.
Responsible for reviewing all customer data and contact history prior to responding to the customer to ensure we are providing them with the most accurate timely resolution to their issues.
Will need to come familiar with AGInteractive websites, as well as the product, product pricing, shipping methods and content offered on site
Assist customers with account maintenance and basic demonstrations of account functionality on mobile and desktop experiences, as well as personalize and order Cardstore.com and JustWink.com cards
Position includes days and weekends
Position has two shifts: 8:30AM-5:00PM and 10:30AM-7:00PM
34-40 Hours per week
Salary rates start at $12.50 an hour, commiserate on experience
Minimum 6 Week commitment
Customer Phone Calls 60%
Email Response 30%
Complete technical triaging -10%Required Skills
Customer Service Experience (1+ years)
Internet/Computer Experience (1+ years)
Call center tool experience (1+ years)
Decision Making responsibility
Offer Refund or Extension based on customer s experience.
Retention Offers relevant to customer s reason of cancellation
Ensure first contact resolution is provided when responding to all customer contacts