Customer Service Associate, Digital Job at Birkenstock USA
At Birkenstock USA, LP, our business is a reflection of who we are. We have a passion for our
products, an appreciation of their heritage and a genuine belief in their benefits. Our business is
a reflection of what we represent - quality products that are comfortable, unique, timeless and
respectful of the world around us.
In order to provide quality products and services, we need quality people. We are looking for
talented people who share our values of accountability, responsiveness, excellence, teamwork,
respect, integrity and a positive attitude.
JOB TITLE: Customer Service Associate - Digital
REPORTS TO: Manager, Customer Service
SUPERVISES DIRECTLY: N/A
SUPERVISES INDIRECTLY: N/A
TYPE: Non-Exempt
SALARY: $20-$26 per hour
OVERVIEW
This position is primarily responsible for handling a heavy volume of contacts for inbound calls,
e-mails, and chats for a multi-channel contact center. Ensures that our customers receive the
most efficient and effective “Best in Class” customer service through using excellent
communication skills and phone techniques. Contributes to department Service Level
Agreement (SLA) goals and meets individual SLA goals, for specific phone, email and chat
requirements. Uses and is proficient in all tools, documentation and systems available to make
the customer experience optimal. Leverages product and company policy knowledge as well as
establishing relationships with our customers by performing the following duties:
RESPONSIBILITIES
- Provides outstanding service on all questions to customers. This includes questions
promotions, returns, shipping policies and processes as well as general and routine
information regarding orders, product etc.
- Makes certain that all SLA goals are met including that 80% of calls are answered within
- Ensures the customer experience is a first stop resolution experience.
- Responsible for accuracy of all work assigned using appropriate templates on e-mails
assigned, and follow up.
- Offers alternative product choices and options when needed, upsells additional
- Documents every call and e-mail taken and uses our CTI Call Integration System with
- Assigns appropriate contact reason code to every case.
- Works closely with Manager or Lead and informs them accordingly of any concerns,
questions from customers, shipping issues etc.
POSITION REQUIREMENTS/QUALIFICATIONS
- Some college or technical school or related call center experience.
- Experience in a high volume multi- channel call center a plus.
- Able to work a flexible schedule including holidays, overtime and Saturdays, when
- Strong phone and customer service skills.
- Proficient writing skills in responding to e-mails, exposure to social media channels.
- Knowledge of Database Software, Internet Software, and a basic understanding of social
media in connection to consumer e-mail responses. Basic knowledge of MS Excel, Word
and Outlook.
- Ability to use effective questioning techniques to get to the root cause/question as
- Must have excellent interpersonal communications skills and ability to work effectively
their needs.
- Proven ability to multi-task as well as plan and prioritize workloads, both independently
- Friendly, courteous, service-oriented, professional, outgoing, and customer service
- Remain calm and professional in stressful situations.
- Detail oriented while looking for practical solutions and consistently maintaining a
- Team player with a “can do” attitude that can work in a fast-paced environment.
- Ability to expertly and assertively market and sell company’s brand and products.
- Ability to make practical and sound decisions independently and contribute
- Spanish, French and Portuguese language skills a plus.
- Other related duties as assigned.
If interested, please email cover letter and resume to Human Resources
at careers@birkenstockusa.com
BIRKENSTOCK USA, LP IS AN EQUAL OPPORTUNITY EMPLOYER.
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