Customer Experience Representative (Tuesday-Saturday Shift)
Overview
At Benjamin Moore, we empower our team members to achieve their goals and make a positive impact in our communities. We offer a rewarding and inspiring work environment that fosters creativity, collaboration, and a strong sense of camaraderie. Our culture of excellence and transparency encourages our colleagues to bring their authentic selves and unique perspectives/ideas every day. With 140 years of rich history behind our brand, we know that our people are the driving force behind our success. We believe in investing in our colleagues by offering work-life balance, competitive/ benefits, ongoing learning/continuing education, and skill development. Through a positive and engaging workplace, we facilitate growth, development, and fulfillment for all.
Join us and be a part of a brand that inspires creativity, innovation, and passion in support of locally-owned stores around the world.
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Our Customer Service team members represent the Benjamin Moore brand by creating best in class customer experiences. The ideal candidate will have a passion for people and will maintain a positive, empathetic, and professional attitude. They will be adaptable, mindful, and humble. We are looking for someone who can work cohesively with customers and colleagues from diverse backgrounds to achieve a common goal.
This position is for the Tuesday - Saturday shift in our Customer Experience team, with typical hours of 9:30-5:30 EST Tue-Fri and 8am-4pm EST Sat, based on business needs. Candidates would need to work 9am-5pm Monday - Friday for the first two months in the role to complete training before starting the adjusted schedule.
This is a hybrid role. Tuesday-Thursday in office in Flanders NJ. Friday and Saturday are remote.
Responsibilities
- Process customer orders accurately across multiple data entry models while adhering to all target deadlines to ensure compliance with company service level agreements.
- Supply information to customers about orders, deliveries, product availability, pricing, and promotions.
- Communicate with Logistics personnel to coordinate special delivery requirements and to resolve problems with product availability.
- Maintain accountability and a cheerful demeanor while handling inquiries, building strong relationships with customers and colleagues.
- Demonstrate emotional intelligence, working effectively with diverse individuals and actively seeking feedback for professional growth.
- Navigates systems, procedures, and other resources adeptly to provide accurate and prompt resolution to customer inquiries.
- Prioritizes and manages multiple tasks simultaneously in an office environment with tight deadlines.
- Embraces change, adapting to a constantly evolving market and applying new training knowledge consistently to deliver excellent customer service.
- Performs other duties as assigned.
Qualifications
- Comfortable with handling a large volume of customer inquiries via phone and email.
- Working knowledge of Windows, Office 365, and standard internet browsers.
- Able to review and retain a large number of Standard Operating Procedures and best practices in a fast-paced environment.
- Demonstrates high levels of empathy when working with customers and colleagues.
- Ability to be adaptive and apply critical thinking to customer concerns to provide exceptional customer service.
- Comfortable with working in a recorded call environment and receiving monthly KPIs on performance.
- Ability for hybrid work (80% in office, 20% remote).
- Ability to maintain company equipment and a professional work environment in a remote setting.
- Flexible schedule availability to accommodate business needs when required.
- Ability to work weekends, and occasional holidays and overtime.
- High School Diploma or equivalent.
- 0-2 years customer contact center experience.
- Must be eligible to work in the U.S.
Physical Requirements
- Prolonged periods of sitting at a desk working on a computer.
- Ability to lift up to 15 lbs. occasionally (e.g. files, boxes of documents).
- Frequent use of hands and fingers for typing, writing, and handling documents.
- Visual activity required for reviewing documents, spreadsheets, and computer screens.
- Occasional standing, walking, and reaching within the office environment.
- Ability to travel occasionally for audits, training or compliance-related meetings as needed.