Customer Service Representative at Aleva Stores in silver spring, Maryland

Job Description:

ABOUT THE COMPANY:

Aleva Stores began in 1957 and is now a third generation multi-channel retailer based in Rochester Hills, Michigan.  The company currently operates twelve e-commerce websites.  Aleva Stores has a state-of-the-art distribution center that processes an average of 2,000 shipments daily with seasonal daily spikes as high as 10,000 shipments.  We also offer third party fulfillment services and we've grown to become the logistical backbone for many companies.  

We are looking for great people to join our team!

JOB DESCRIPTION:

This position will provide each customer with excellent service whether by phone or email. This individual will always have the customer’s best interest in mind. 

JOB DUTIES:

• Ascertain each customer’s needs or wants and accommodate them to the best of your ability.


• Answer customer questions regarding merchandise, the website, promotional sales and shipping policies.


• Set up returns or exchanges as needed.


• Maintain knowledge of current sales and promotions.


• Keep up with current selection of products per website.


• Understand product variations and be able to make recommendations accordingly.


• Assist with responding to customer emails efficiently, accurately and professionally. · Follow up with customer on order status, and back ordered items when necessary.


• Direct special requests, problems or unresolved issues to the supervisor/team lead timely.


• Follow company policies and procedures as outlined in the handbook and protocols.


• Contributes to group resources and reference material


• Any other tasks, projects or duties that may be assigned.


• Review pending backorders and flagged orders daily


• Respond to minor customer complaints that don’t need supervisor attention


• Assist team leaders with special projects


• Other duties including assisting with email tickets, responding to chat requests and helping with other customer service duties as needed by the team.

ACCOUNTABILITY / KPI'S:

• Assigned monthly KPIs based on individual and team goals, including but not limited to call volume, email response time, call or email quality, order average and shipping average.

REQUIREMENTS:

• Speaks clearly and persuasively in positive or negative situations


• Listens and gets clarification


• Responds well to questions


• Manages difficult or emotional customer situations


• Responds promptly to customer needs


• Solicits customer feedback to improve service


• Responds to requests for service and assistance


• Balances team and individual responsibilities · Multi-tasks, prioritizes, and manages time effectively


• Uses resources to problem solve


• Adapts to and learns computer systems quickly


• Provides an outstanding customer experience

QUALIFICATIONS:

• 3-5 years previous customer service experience required.


• Must possess professional etiquette via phone and email.


• Strong computer skills required.

BENEFITS:

• Health insurance plan options


• Paid holidays off


• Generous paid time off (PTO) plan


• 401(k) plan with a 4% match on contributions


• Reimbursement of $90/quarter for wellness initiatives (ie. gym membership, weight loss program, smoking cessation)


• Bicycles and yoga mats provided to use at work