Customer Service Representative – Operations

Job Title: Customer Service Representative

Reports to: Customer Service Supervisor

Department: Store Operations

Exempt Status: Non–Exempt

 Position Overview:

The Customer Service Representative (CSR) is responsible for responding to all forms of customer inquiries in a quick and friendly manner.   As the face of the company, the ideal candidate is a people person with above average communication skills and an aptitude for technology.  They have a passion for problem-solving and a devote attention to detail.  A successful CSR partners with other departments, as needed, in order to get the best resolution for the customer and the company. 

 Primary Responsibilities:

• Respond to all customer concerns via the Customer Service platform, phone, mail, and social media within 48 (business) hours.
• Deescalate customer concerns.
• Analyze root causes of complaints.
• Follow all issues through to their conclusion.
• Consistently provide a positive and professional experience for customers.
• Update customer loyalty profiles as requested.
• Partner with field managers to facilitate addressing issues.
• Maintain working relationships with other departments to understand company processes.
• Communicate emerging concerns to your direct supervisor.
• Identify and communicate any trends to the field managers.
• Assist in training new Customer Service reps.
• Facilitate updates in the Customer Service training and reference guides.
• Support other Operational priorities, as needed.

Qualifications: ·     

• High School diploma required. Associate’s or bachelor’s degree a plus.
• 2+ years of Customer Service experience in sales/retail/food or related field.
• Active listening and effective communication skills.
• Ability to adapt to different types of personalities and empathize with others.
• Solid business writing skills, including an intermediate knowledge of spelling and grammar.
• Familiarity with Microsoft Office products such as Word, Excel, Outlook, etc.
• Good attention to detail, time management, and multi-tasking abilities.
• Work both independently and with a team.
• Ability to adapt to frequent or unexpected
• Bilingual a plus.

Competitive Benefits 

• Medical, Dental, Vision, and RX coverage begins Day 2 of employment
• 401K, Company match begins at Associate enrollment
• FSA/HSA (Flexible & Health Savings Account), ways to reduce your taxable income; set aside pre-tax dollars to cover out-of pocket healthcare and dependent care costs
• Additional benefit options include Identify Theft Protection, Legal Counsel, Pet Insurance and always a 20% employee discount on Ollie’s purchases.

 Ollie’s is an equal-opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex, national origin, age, veteran’s status, disability, or any other legally protected status.

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