Customer Care Representative

The Customer Care Representative will be expected to answer inbound customer phone calls and process inquiries via mail, fax, or Internet in a fast-paced call center.  We are hiring Part-time (20 to 30 hours per week) and Full-time (40 hours per week) for this role. 

Responsibilities:

• Conduct customer interactions in a friendly, courteous, and professional manner.
• Analyze customer needs and provide accurate information regarding pricing, delays, and product details.
• Key orders quickly and accurately while maintaining attention to detail.
• Perform basic mathematical calculations during order entry.
• Route calls to other departments to ensure exceptional customer service.
• Troubleshoot customer issues related to online ordering, tracking, order accuracy or account access.
• Identify recurring issues and escalate trends to leadership.
• Maintain accurate customer records in CRM systems.
• Meet or exceed performance metrics such as call quality, handle time, and customer satisfaction.
• Protect customer privacy by following all data security and confidentiality guidelines.
• Participate in ongoing coaching and training to maintain high service standards.
• Adapt quickly to changes in procedures, systems, and product offerings.
• Upsell additional merchandise when appropriate.
• Follow all company policies and procedures as outlined in the Employee Guidebook.
• Consistent attendance and punctuality to support team scheduling.
• Flexibility to work extended hours during peak seasons or promotional periods.
• Perform additional duties as assigned.
• Able to work every other weekend both Saturday and Sunday.
• Able to work weekdays in our Galesburg, IL office.  Once trained, weekend hours will be worked from home.

General Skills & Competencies:

• Strong organizational, listening, and decision making skills.
• Excellent written and verbal communication abilities.
• Ability to multitask while maintaining accuracy and professionalism.
• Proficiency with keyboarding and 10 key number pad.
• Ability to work effectively with team members, especially during peak order and shipping periods.
• High attention to detail when entering orders or updating customer accounts.
• Ability to de escalate challenging interactions using empathy and problem solving.
• Comfortable working in a metrics driven environment.
• Strong time management skills to balance calls, documentation, and follow up tasks.
• Ability to learn new software quickly and navigate multiple systems during live call.
• Ability to work independently while staying engaged and productive.

Technical Requirements:

• Reliable high speed internet connection suitable for remote voice communication.
• Ability to work with dual monitors and multitask across several applications.
• Familiarity with email, chat, and ticketing systems used in customer support.
• Comfort using headsets, softphones, and VoIP tools for inbound and outbound calls.
• Maintaining a quiet, distraction free workspace suitable for professional customer interactions.

Education:

• High school diploma or GED or currently pursuing either.

Pay Rate:

The pay range below is provided in compliance with state/city specific laws. This pay range applies to this location. Pay ranges may be different in other locations.

• For part-time, $17.00 + Incentives
• For full-time, $17.25 + Incentives
• Any hours worked 6 pm or later on Monday through Friday will pay $1 extra per hour; any hours worked on Saturdays and/or Sundays will pay $1 extra per hour.