Customer Service Associate

Description

BHFO Inc. believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline the primary duties , qualifications and job scope, but not limit the incumbent nor the Company to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors. All of our positions involve working with clothing and accessories on a daily basis.

Summary: The Customer Service Associate provides verbal and written communication to assist customers with questions, orders, returns, and issues. This position is responsible for speaking and interacting with our customers to resolve concerns, escalate issues and inform the customer of our policies. The Customer Service Associate will use a variety of computer programs to research information, communicate with the customer and the internal BHFO team as well as process products through our system. This position requires strong organizational skills, professional written and verbal communication, ability to set priorities and work on multiple tasks at one time, and high level computer skills. It is essential for the Customer Service Associate to be polite, professional and exemplify the BHFO Core Values at all times.

Essential duties:

• Interact with customers via email, fax, voicemail, and phone to understand and resolve concerns and questions.
• Provide solutions for customer needs and communicate policies and processes to the customer as needed.
• Participate in the BHFO Bag Check process and provide oversite of the employee entrance area.
• May be responsible for processing returns.
• Responsible for providing prompt and professional service to all inbound calls.
• Promote customer retention through email and phone communication to solve problems, solicit feedback and provide an outstanding customer experience.
• Research products and suggest corrections or updates as needed. Complete updates as approved.
• Partner with the Customer Service Team Leader for any customer escalations or to receive approval for refunds.
• Provide customer insight to the Customer Service Team Leader and the marketing team to improve the BHFO brand, process and image.
• May perform research and corrections/updates for items.
• Collaborate with the returns team and other internal resources to resolve customer concerns or answer questions related to our products.
• Handle negative feedback either through email or outbound phone contact.
• Other duties as assigned.

WE OFFER

• Paid Holidays
• Paid Time Off
• Monday - Friday Daytime Schedule
• Paid Parental Leave
• Health, Dental, Vision, Life & Disability Insurance
• Flexible Schedule
• Free Ice Cream
• 401K with Company Match
• Free Onsite Fitness Center

Education:

High school diploma or equivalent. Previous call center or customer service experience is strongly preferred.

Qualifications

Essential Knowledge, Skills and Abilities:

• Ability to use a computer including programs such as Salesforce, Microsoft Office, Outlook, and Excel.
• Minimum 40 wpm typing skills.
• Above average spelling/writing/verbal/listening skills.
• Professional work attitude and values aligned with the BHFO Core Values.
• Ability to remain positive, friendly, and respectful while communicating with customers.
• Attention to Detail – being careful about detail and thorough in completing work tasks.
• Ability to see details at close range (within a few feet of the observer).
• Ability to speak clearly so others can understand.
• Ability to handle multiple priorities and determine order of importance.
• Ability to handle stressful situations under pressure.
• High level of integrity and ability to maintain appropriate levels of confidence.
• High level of organization and proficient time management skills.
• Above average attendance.
• Problem solving skills.
• Ability to communicate information and ideas in writing so others will understand.
• Ability to listen to and understand information and ideas presented through spoken words and sentences.
• Self-motivated and goal oriented.

Work Environment and Physical Demands:

• Majority of the Associate’s time will be spent in an office environment with moderate levels of noise.
• Ability to sit for up to 8 hours per day with occasional movement throughout the building.
• Ability to bend and reach as well as lift and carry up to 25 lbs. on an occasional basis.
• Ability to use fine motor skills constantly.
• Ability to use a telephone, headset system, and computer.
• Ability to speak clearly using sentences and basic to advanced English skills.
• Ability to hear and listen for understanding.

Interested individuals can apply by completing an application and uploading their resume at www.BHFO.com/pages/careers
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Salary : $18