Seasonal Call Center Representative

Description

Join the Enstrom Candies Team

Are you a people person with a passion for delivering exceptional service? Do you thrive in a fast-paced, festive environment? If so, we'd love to have you on our team this holiday season!

 As a Seasonal Call Center Representative, you'll be the first point of contact for customers and a key part of the sweet experience they know and love. You'll help customers by phone, email, and live chat with questions about our handcrafted confections, gift orders, deliveries, and order concerns, all from our Corporate Headquarters building in downtown Grand Junction, Colorado. Every interaction should reflect our commitment to exceptional service and spread a little holiday cheer. 

This is an entry-level position with a paid training class. If you're friendly, patient, and good with computers and problem-solving, this could be the perfect job for you. 

*Please note this is not a remote position. The job is located at the Enstrom Candies call center building in Grand Junction, CO*

ESSENTIAL POSITION FUNCTIONS & RESPONSIBILITIES:

The Customer Service Representative has one of the most critical positions at Enstrom Candies. In addition to the excellence of its products, the company has been built on the dedication to providing outstanding service to its customers.

The Customer Service Representative must be able to perform all office functions pertinent to the placing and customer service fulfillment questions, answering incoming telephone lines, preparation of hard copy orders, assisting in mentoring of seasonal call center staff, assistance of customers, vendors, and other employees with a variety of needs.

DUTIES AND RESPONSIBILTIES:

• Handle inbound and outbound contacts by phone, email, and live chat in a courteous, timely, and professional manner 
• Listen to customers, understand their needs, and resolve issues, aiming for first call resolution 
• Answer product and order questions accurately using our knowledge base and training 
• Accurately enter and process orders while navigating multiple windows and systems 
• Track deliveries and stay informed about our products and promotions 
• Calmly resolve and de-escalate customer concerns with patience and professionalism 
• Build lasting customer relationships from the first call through the close 
• Follow all company policies and procedures, and protect confidential and personal information 
• Adhere to attendance and scheduling requirements 

Requirements

POSITION REQUIREMENTS:

• Excellent oral and written communication skills and a customer support presence people can hear (people can literally hear you smiling!) 
• Strong multitasking and organizational abilities 
• Proficiency in MS Office (Word, Excel, Outlook) 
• Typing speed of 30+ WPM, with the ability to enter data quickly and accurately while speaking on the phone 
• A positive, adaptable attitude, a team-player mindset, and a willingness to learn and "do whatever it takes" 
• Excellent attendance and reliability 
• Experience in call center, customer service, retail, restaurant, receptionist, sales, or tech support work is a plus (1-2 years preferred, but not required) 
• High school diploma or GED 
• Ability to pass a criminal background check and to pass training modules with 80% or higher 
• Ability to work on-site in Grand Junction, Colorado 
• Must be 18+ and able to pass a background check

Minimum Physical Requirements: see, hear, speak, sit for long periods, utilize computer keyboard, wear headset for shift, lift and transport up to 20 lbs.

Personal Qualities: flexibility to accommodate seasonal aspect of the business; ability to manage time effectively and multi-task; Make decisions based on company guidelines; updating of skills according to changes in technology and procedures; desire to teach seasonal order entry staff; initiative, alertness, and judgment; reliability, attendance, cooperation, and ability to work in a collaborative, team-orientated environment.

Risk of Personal Injury: Minimal, must follow all safety procedures