Customer Service Representative

About the Role

The Customer Service Representative serves as the first point of contact for any individual calling the Citarella main line. This role is responsible for fielding and routing necessary incoming calls, demonstrating product knowledge and taking customer orders, increasing potential customer sales, and providing an overall exceptional customer experience by serving as a valuable resource for everyone. This person recommends substitute items as well as information regarding store products and services and is expected to be committed to providing quality customer and employee service.

Key Responsibilities

• Manage and provide superior customer service on every call; take orders, tactfully listen to and resolve customer complaints, inquiries, price and product availability and maximizing sales/profits.
• Field and route all incoming telephone calls as needed.
• Provide support and clear communication with Store Team Members, Managers, etc. pertaining to customer orders and inquiries.
• Properly document all communication between caller and representative.
• Serve as a resource for information including but not limited to: product knowledge, store information, delivery service, new merchandise and services, etc. to customers and answer/direct calls as needed.
• Accurately take customer orders and input order information into computer system.
• Provide information and service to customers, staff, vendors, and any caller.
• Maintain channels of communication among staff to ensure efficient order taking, and problem solving.
• Communicate any and all complaints, concerns, issues through proper channels.
• Maintain and ensure knowledge of store products and store policies.
• Provide in-store support when necessary.
• Perform additional reasonably assigned duties as needed and directed by manager.

Requirements & Tech Stack

• Excellent computer and typing skills
• Computer system (for order input)

Qualifications

• Prior customer service, sales, and/or administrative experience.
• Must have pleasant and professional telephone demeanor/etiquette and ability to provide superior caller experience.
• Ability to manage high call volume and take orders in fast-paced environment.
• Excellent communication, relationship building, and selling skills are required for direct communication with customers.
• Excellent interpersonal skills and ability to interact with customers, associates and management at all levels in a professional and efficient manner.
• Ability to work well within a team-oriented environment providing internal and external customer service.
• Excellent attention to detail, organizational skills, and ability to multi-task.
• Willingness and ability to quickly learn our product.
• Flexible schedule including weekends and holidays.