Esupport 

Job Title

Esupport

Job Description

Must live in AL, DE, FL, GA, IA, ID, IN, MI, NC, NM, OH, OK, OR, PA, SC, TN, TX, UT, VA, or WI

The E-Support Specialist serves customers by providing sales, product and service information via chat, social media, email contacts, incoming and outgoing phone calls or inbound phone calls while meeting company expectations to generate added sales revenue.  This position also addresses and resolves product and service issues fairly and equitably for our customers and our company. Given the sensitive nature of some of the contacts the role requires empathy, composure and professionalism while handling what may be highly emotional situations.  This position may also be responsible for handling a large volume of data that must be processed every day while working work with customers to solve order issues.  Friendly, courteous, efficient, and cooperative service must be provided to both internal and external customers.  This position will ensure that interactions with customers are handled professionally, with high quality and performance standards, therefore providing an impeccable customer experience.

Essential Duties and Responsibilities

  • Exceptional interpersonal and communication skills are required to effectively interact with company personnel at all levels
  • Responsible for support issues and holds
  • Resolve product and service issues.
  • Check to ensure that appropriate changes are made to resolve customers’ problems.
  • Assist with the internet help line by answering customer questions with regard to website usage and order placement.
  • Achieve high level of customer service and all quality goals by providing efficient, timely, accurate, and engaging service while focusing on the customer.
  • Retain ownership of customer issues to satisfactory completion and know to escalate when appropriate, referring unresolved customer grievances to designated departments for further investigation.
  • Recognize and alert supervisors of trends in customer calls.
  • Solicit sales of new or additional services or products.
  • Process incoming orders and catalog requests. Answer customer questions regarding products and services. 
  • Update customer information and preferences.
  • Ask questions and educate customers with a strong ability to listen, sell additional products, and overcome objections.
  • Processes transactions; accurately recording and updating actions and outcomes; complete all customer follow-up work.
  • Maintain knowledge of products, services, and promotions.
  • Transfer customer contacts to appropriate departments based on customer needs.
  • Deliver service in an efficient and effective manner in accordance with established procedures and goals.
  • Participate in activities and demonstrate behaviors to team members to ensure alignment with Company principles and department strategies.
  • Achieve set business line goals.
  • Other duties as assigned.

Requirements

Must live in AL, DE, FL, GA, IA, ID, IN, MI, NC, NM, OH, OK, OR, PA, SC, TN, TX, UT, VA, or WI

Education and Experience

  • High School education or equivalent required.
  • Minimum of 1 year of experience in a customer service environment required.
  • Email, chat, and social media experience preferred.
  • Applicant must successfully pass pre-hire skills assessment, classroom training and meet all performance expectations.
  • Sales ability: must be able to enthusiastically motivate customers to purchase products and/or services.
  • Knowledge of computer based-systems, Internet, and Microsoft office applications (Outlook,
  • Word, Excel) required.
  • Good verbal and written skills required.

Minimum System requirements – needed to accomplish what Harry & David would require doing your job from home. 

Network (internet):

  •  Download speed 5mbs, Upload speed 3mbs (preferable a wired connection NOT wireless)

Hardware (PC):

  • Windows 10 operating system or current Apple IOS
  • 8 Gigabytes of RAM
  • 50GB available space on your Hard Drive

Required:

  • Apple or Windows PC Laptop or Desktop computer
  • NO Chromebook, iPad, tablet PCs, smart watches, smart phones (as a computer), etc.

Required: USB headset with microphone

Required: 2 home monitors or screens with a minimum 1024 x 768 resolution.

Required: Mouse/touchpad and keyboard

Required: Cellphone or landline (For DUO only)

Required: Working PC Camera

Preferred Hardware and Internet Service Speeds Specification:

 to accomplish what Harry & David would require doing your job from home.

Network (internet):

  • Download speed Over 100mbs, Upload speed 10+mbs (with a wired connection, NOT wireless)

Hardware (PC):

  • Windows 10 operating system
  • 8-16 Gigabytes of RAM
  • 50GB available space on your Hard Drive
  • 9-10th Gen Intel or AMD Ryzen CPU (if you bought your pc/laptop in the last 2 years the CPU is most likely comparable to these suggestions)
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