Job Description
Position Overview:
• As a Customer Support Associate, you will be responsible for ensuring exceptional service to our retailers and internal teams by addressing concerns efficiently, with timely follow-up and detailed documentation to ensure appropriate problem resolution.
Responsibilities:
• Serving as the first point of contact for our retail partners, handling inquiries via phone, email, and online portals
• Handling all calls in a professional, friendly, and helpful manner
• Issue credits/debits/return authorizations based on pre-established company policies
• Negotiate costs with customers to keep products received in error or of poor quality based on guidelines set by the department to maximize Bozzuto’s profit and customer satisfaction
• Assist customers with transportation inquiries to ensure timely and accurate deliveries
• Respond to all transportation logs in a timely and accurate fashion
• Responsible for timely follow-up and documentation to ensure appropriate issue resolution
• Responsible for entering merchandising, procurement, and category management orders and all other data accurately and with attention to detail
• Escalating unresolved issues to leadership
• Perform other duties as assigned by leadership
• Maintain confidentiality in all aspects of customer and staff information
Environment:
• Warehouse Office – 65*F – 75*F
Schedule:
• Training Schedule: Monday-Friday 8:30 AM-5:00 PM (First 3 weeks)
• Regular Schedule: Monday, Tuesday, Wednesday, Friday, Saturday 7:30 AM-4:00 PM
Rate:
• Starting at $20/hour
Experience:
• Preferred: Experience in retail, wholesale, hospitality, or call center
• Preferred: Knowledge of technological systems, such as but not limited to: Microsoft Office, office equipment, and call center
• Preferred: Basic math skills – ability to calculate figures and apply necessary problem-solving skills
Preferred: Proficiency in English (written and verbal) to effectively communicate with associates and leadership
Skills:
• Physical abilities: Ability to stand, walk, and sit throughout your day; Walking on a variety of flooring such as carpet, concrete, tile, etc.
• Strong communication Skills: Ability to communicate clearly and effectively with customers, peers, and leaders
• Organizational Skills: Ability to prioritize and meet deadlines
• Working in a team-based environment: Working independently and as a team player to ensure our customers are receiving the highest quality service
• Quality: Maintain integrity and high standards from all perspectives
• Safety Culture: Maintain and drive safety policies to all associates, driving for accountability of safe practices throughout the shift
