Online Greeting Card - Customer Support Specialist II

Role Details
Type of Support: Omnichannel (More on calls)
Contract duration: Full-time
Training Schedule: To be determined
Work Schedule: To be determined
Expected start date: September 26, 2024

About The Role
We are looking for enthusiastic, motivated, hard-working people who love helping others to come to join our teams. This role requires the ability to easily adapt to change and work without compromising quality or attention to detail in anything you do. 

A successful candidate can think creatively and embody our customer-first mentality as you offer guidance and knowledge on the program.
What you'll do:

• Provide exceptional customer service by phone, email, and other assigned channels
• Manage the call, email, and other channel volumes by responding to inquiries and resolving problems
• Contribute to meeting and exceeding individual and team goals and objectives
• Place new and replacement phone orders for customers by phone
• Provide accurate information about products and services, order details, company information, sales and promotions, etc.
• Collaborate with the team’s Team Lead and Team Manager to ensure escalated issues are resolved quickly and professionally
• Maintain a level of flexibility in your schedule to meet peak periods
• Open to Overtime if business needs require
• Meet all minimum Happiness associate key performance metrics and requirements, including but not limited to Quality Assurance, productivity, Customer Satisfaction Surveys
• Strive to maintain perfect attendance
• Set monthly goals and objectives to consistently meet and exceed partner program expectations
• Be open (and seek out) continued training as well as new projects/tasks

What we expect from you:

• Strong English proficiency, spoken and written
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• Strong critical thinking skills
• Big friendly personalities
   

What You’ll Get In Return:

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].