Customer Service Representative - Operations

Customer Service Representative - Operations

Join our team and live the Ollie-tude! (Ollie's Core Values):

• BE A TEAM PLAYER - Associates are expected to be supportive and work together.
• BE CARING - How do I treat others with courtesy, dignity, and respect?
• BE VALUE OBSESSED - Live the "good stuff cheap" mindset.
• BE COMMITTED - Operate with grit, passion, tenacity, and action.
• BE GROWING - How do we get better every day?
• BE REAL - Associates should be honest, transparent, genuine, trustworthy, and sincere.

Competitive Benefits

• Medical, Dental, Vision, and RX coverage begins Day 2 of employment
• 401K, Company match begins at Associate enrollment
• Strong career growth & talent development culture
• 20% Associate discount on all Ollie's purchases
• Vast array of voluntary benefits

Position Overview:

The Customer Service Representative is responsible for handling inbound calls, email inquiries, and social media messages from customers or other individuals seeking a response to a compliment, problem or issue. In addition, this position is required to assist with research and resolving issues along with handling various conflicts by providing positive resolution or forwarding to field management or other departments for resolution.

Primary Responsibilities:

• Respond to all incoming customer phone calls and email inquiries that are managed within the customer service platform.
• Identify the type of attention that is needed for various situations and conclude these requests based on priority standards.
• Respond to requests and inquiries using prepared responses based on macros within the company's customer service platform.
• Maintain a working knowledge and understanding of store operations and company culture.
• Provide trend information to your supervisor for identifying possible opportunities for a better customer experience.
• Provide a positive experience for the customer.
• Maintain a professional and friendly demeanor with customers, vendors, and associates.
• Embrace process changes through the development of the company's customer service platform and with continued company growth needs.
• Maintain a flexible and compassionate approach while dealing with challenging situations.
• Complete any additional responsibilities and/or duties as assigned.

Qualifications:

• High School diploma or equivalent required.
• College education or similar experience is a plus.
• Prior customer service experience in a sales, retail food service or related experience is preferred.
• Experience with Microsoft products such as Word, Excel, PowerPoint, Outlook, etc.
• Ability to exercise sound judgment.
• Must be organized, assertive and patient.
• Ability to learn and communicate new information and processes to all associates within the company.
• Outstanding interpersonal, listening, and communication skills.

Physical Requirements:

• Physical ability to sit for extended periods and work at a computer.
• Ability to see, hear, and speak regularly.
• Able and willing to travel to store and distribution center locations on an occasional basis.
• Ability to communicate effectively with all levels of the organization.
• Ability to work in a constant state of alertness and safe manner.

Ollie's is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex, national origin, age, veteran's status, disability, or any other legally protected status.