Note: The job is a remote job and is open to candidates in USA. Brook + Whittle is hiring a Wizard Labels Customer Service Representative to answer product and service questions and guide customers through custom label selection and ordering. The role manages customer accounts and orders, resolves concerns, and supports customer loyalty through responsive service.
Responsibilities
- Manage incoming contacts and, when appropriate, initiate customer contact via phone, email, and other methods
- Greet customers warmly and ascertain reason for the contact
- Provide accurate, valid and complete information by using the right procedures, guidelines, information systems, and resources
- Build sustainable relationships through open and interactive communication
- Guide customers in initiating and maintaining customer accounts and orders
- Contribute to quick resolution of product or service concerns by actively listening, gathering relevant information about the problem, escalating the concern to the appropriate team leader if needed, and communicating to the customer the proposed resolution
- Identify and assess customers’ needs to achieve customer satisfaction
- Provide relevant and appropriate company information
- Contribute, as needed, to team effort by accomplishing related objectives
- Recommend potential products or services to management based upon customer input
- Process/monitor orders from ticket creation, through proofing and sending the order to production
Skills
- The position requires knowledge of commonly-used customer service concepts, practices and procedures
- Demonstrated customer support experience
- Excellent communication and active listening skills
- Customer orientation and ability to adapt/respond to different types of personalities
- Information technology user literacy: desktop computing and applications (especially Apple OSX-related tools), accessing and using databases
- Ability to multi-task, prioritize and manage time effectively and efficiently
- Willingness to learn the custom product label printing business
- Customer service representative proficiencies:
- Business Oriented
- Active Listening and Questioning Skills
- Quality Focus
- Problem Solving
- Positive Attitude
- Attention to Detail
- People Oriented
- Market and Product Knowledge
- Phone and Electronic Communication (email, chat) Skills
- Resolving Conflict
- Multitasking
- Patience
- Organizational Skills
- Adaptability
- Ability to Work Under Pressure
- Desktop computing skills
Benefits
- 10 paid holidays
- Starting 2 weeks vacation at an accrued rate
- Telemedicine, offered the 1st of the month following hire date
- Life insurance, offered the 1st of the month following hire date
- Long term disability insurance, offered the 1st of the month following hire date
- Employee assistance program (EAP), offered the 1st of the month following hire date
- Medical, offered the 1st of the month following hire date
- Dental, offered the 1st of the month following hire date
- Vision, offered the 1st of the month following hire date
- Short term disability, offered the 1st of the month following hire date
- Voluntary life insurance, offered the 1st of the month following hire date
- Flexible spending account – health care and/or dependent care, offered the 1st of the month following hire date
- Critical illness insurance, hospital indemnity insurance and accident insurance, offered the 1st of the month following hire date
- 401(k) – first of the month after 90 days of employment – auto-enroll at 3%
- Recognition program
- Advancement opportunities
- Remote, home-based work arrangement
Company Overview