Job Description

Support Center - Irving

The great experience maker responds to customer contacts through all channels regarding questions, problems, and concerns.

Major activities include:

• Handling customer questions via call, email, and store escalation.
• Providing support in an up-beat and friendly manner.
• Logging all calls into the appropriate systems including detailed descriptions, history, and resolution of issues.
• Providing professional, timely, and efficient follow-up by providing status updates and resolution information.
• Providing on-the-job training to new or less knowledgeable customer care agents.
• Maintaining working knowledge of products.

Other duties as assigned.

Minimum education:

• High school diploma or GED

Minimum special certifications or technical skills:

• Strong familiarity using computers and the internet

Minimum type of experience the job requires:

• 1 year of previous customer service experience

Other:

• Strong verbal and written communication skills
• Exceptional customer service, listening, problem solving, and interpersonal skills
• The ability to diagnose, troubleshoot, and resolve (and follow up) issues over the phone in a fast-paced, dynamic environment
• Must be flexible and comfortable working in a new business environment
• A passion for crafting/making a plus
• Must be able to work any shift (7-9 Mon-Friday 8-7 Sat-Sun)

Preferred education:

• College coursework a major plus

Preferred type of experience the job requires:

• Retail experience a plus

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

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