Customer Service Representative

JOB TITLE: Customer Service Representative

FLSA: Exempt/Non-Exempt

STATUS: Full Time, Hybrid

LOCATION: Skokie, IL

Position Summary: 

Customer Experience Representative is responsible for assisting customers with general order questions, product information, website troubleshooting and order troubleshooting. This position is also responsible for creating, maintaining, and improving customer relationships while interacting with customers, daily. This position is accountable for guiding customers through their shopping, assisting customers with navigating through the product catalogs and answering questions they may have.

As needed, the Customer Experience Representative will handle difficult customers and/or situations utilizing exceptional customers service, problem solving and negotiation skills to find the best possible resolution for the customer while keeping the needs of the business in mind. This position will need to use profound knowledge to determine when to enforce or override standard procedures.

Company Description:

At Visual Comfort & Co. our mission is to bring Visual Comfort to every space and setting by harnessing the transformative power of light and design. Visual Comfort & Co. is the premier resource for decorative lighting, architectural lighting, and ceiling fans from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles, and price points, remaining committed to beautiful design and, above all, world-class customer experience.

Responsibilities:

• Receive and Promptly Respond to Customer Queries.
• Document customer concerns and resolutions within each order worked.
• Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill, and expertise.
• Consistently courteous with all customers and keeps all customer commitments.
• Maintain up-to-date product, sales, services, and company knowledge.
• Investigate customer’s problems and collaborate with multiple departments to find solutions and resolve issues.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.
• Maintain reliable attendance.

Qualifications:

• High School Diploma required. 1+ years of Customer Service experience, preferably in a contact center operations environment.
• Fluent in English; reading, writing, and speaking.
• Ability to type ≥50 WPM.
• Ability to maneuver effortlessly through various communication channels (chat, email, and social media) to provide the customer with prompt, courteous and accurate information.
• Accurately respond to customer inquiries through instant messaging software.
• Utilize available resources to respond to customer inquiries.
• Rigorous critical thinking skills.
• Organization skills.
• Self-Motivated and Self Starter.
• Work well under pressure in a fast-paced environment.

Preferred Qualifications:

• Associates degree or 2+ years college coursework completed preferred.
• Experience in customer sales, customer service, or digital communications
• Live CHAT representative experience is a plus.
• Call center or tele-sales experience is a plus.

What Visual Comfort & Co. Offers:

• Competitive Compensation Package
• The company provided Life Insurance and Short-Term Disability.
• 401(k) Employer Match.
• Accrued Sick Time.
• Paid Time Off Programs
• Comprehensive Benefits Package.
• Team Member discounts on Visual Comfort Products.

Equal Employment Opportunity:

During employment team members are treated without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information, or any other legally protected status.