Position Description: This position description provides the minimum job requirements as additional duties may be assigned by management. The requirements listed are the minimum levels of knowledge, skills and/or abilities to qualify for the position. This job description is not a contract and does not change the employment "at will" relationship. FTD reserves its right to amend the job description at any time at its discretion.

Shift Needs: Available to work Saturdays

Purpose of Position: Professionally assist our Member Florists with statement questions and order disputes.

Essential Duties and Responsibilities:

• Respond to questions regarding the member's statement and florist order disputes via email and by phone as appropriate.
• Professionally respond to incoming customer calls and emails.
• Process requests using internal computer applications. Verify and validate all information provided by the member prior to submission.
• Accurately document all calls in the 360 application.
• Consistently achieve key indicators and performance standards as defined by management.
• Provide customers with quality service by following the defined company policies, processes and procedures.
• Read and retain information from departmental memorandums, websites and training materials to effectively service customers.
• Participate in ongoing on-the-job training. This may include one-on-one sessions with members of management and peer coaching.
• Other duties as assigned.

Knowledge, Skills and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. If a reasonable accommodation is necessary, the employee must make the request and may be required to provide medical documentation. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general equivalency diploma; or equivalent combination of education and experience
• Inbound call center experience desirable
• Proficient in Microsoft Office and Internet navigation.
• Clear problem solving skills and ability to make quick decisions
• Excellent communication skills, both written and oral
• Excellent grammar skills
• Clear speaking voice
• Good listening skills
• Good typing/keyboarding skills
• Ability to handle pressure professionally and to exhibit a calm disposition
• Ability to show empathy and be persuasive
• Ability to control the call
• Good follow up skills
• Ability to use computer and key board for extended periods of time
• Ability to communicate verbally and in writing and to talk for extended periods of time on the phone