Enterprise Executive Services Specialist - 1-800-Flowers Family of Brands
Medford, OR 97501
About the Job
The Enterprise Executive Services Specialists plays a key role in the development, achievement, and maintenance of a service reputation for consumers & VIP customers. Providing consistent, courteous, efficient, and timely customer care delivered in a prudent financial manner which benefits customers, shareholders, and the company.
MAIN DUTIES:
* Establish and nurture relationships with all our customers. Communicates with escalated customers and resolves issues according to the company guidelines. Interact daily with VIP customers, supervisors, managers and Executive Management
* Communicates to supervisors any follow up concerns with the vendor relations/florist relations teams in regard to order escalations.
* Role model of professionalism while providing uncompromising customer service. This role requires skills and behaviors that gain commitment of customers through verbal and written communication.
* Required to answer questions based on policies and procedures
* Customer reports of damage and/or illness and research for excessive write-off and fraud customers are also handled in this position.
* Ability to move the customer past the point of browsing to engaging in a sale.
* Possess intimate knowledge of the customer’s needs and suggests improvements to management.
* Ability to walk the customer through the process and provide them with understanding along with a positive experience that will help establish a lifetime customer relationship.
* Ability to update trackers (Excel) in real time to ensure all current information is available to everyone.
* A positive energetic employee that is both highly motivated and dependable. Must be able to arrive on time and complete shifts as scheduled.
* The associate is expected to meet all Company goals and metrics
* Ability to learn & be tasked with additional workloads & special projects as assigned.
QUALIFICATIONS:
* Must have 6 months of internal 1800flowers.com Family of Brands contact center experience
* Exceptional interpersonal and communication skills are required to effectively interact with company personnel at all levels.
* Ability to professionally handle escalated customer phone calls and situations.
* Ability to assist Associates with answers to their questions based on policy and procedure.
* Ability to make decisions which are in the best interest of the customer and the company.
* Ability to utilize resources to find answers.
* Ability to maintain composure and professionalism while handling highly emotional escalations
* Accuracy, attention to detail and ability to follow through.
* Ability to answer questions, often the same ones repeatedly, in a cheerful and friendly manner.
* Strong organizational skills and flexibility are required to meet changing business requirements and to effectively perform multiple tasks in a fast-paced environment.
* Must have a demonstrated ability to handle confidential information with discretion.
* A demonstrated ability to work and contribute effectively in a team-oriented atmosphere is essential.
* Must be able to work a flexible schedule with the possibility of evenings, weekends, and holidays.
* Must be dependable. Ability to meet attendance requirements
* Ability to multi-task
* Outlook, Excel, Microsoft Teams and Word experience preferred.
* Ability to work with little supervision.
WAH Requirements:
* Desktop or Laptop computer running Windows 8 or newer version
* High Speed Internet
* Antivirus/Security Software
* Internet Explorer/Google Chrome
* Quiet (office) Space; free of distraction
* USB headphones
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Source : 1-800-Flowers Family of Brands