Support Services

Customer Service Representative

Contract

Brooksource

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Customer Service Representative

On-going Contract

Pay: $18/hr

Overview:

Brooksource is looking to hire a Customer Fulfillment Specialist to work with at one of our top Retail & Convenience clients. Working with our client’s delivery service application and team, you will be responsible for monitoring the applications Admin Portal for delivery orders to ensure there is a smooth transition of orders being processed at the store so that the customer’s order is delivered on time and correct. This position will monitor tactical execution of all delivery orders and notify appropriate stakeholders. In addition, this position will act as an escalation point for complex or unusual situations deemed by the Digital team and Customer Experience Manager.

Responsibilities:

  • Act as a liaison for Delivery Application/Digital teams and assist the field with certain orders pertaining to various status on orders; handle customer calls coming into the delivery line that are customer service related in nature or requests for refund
  • Calls made to stores, Fulfillment Zones, Fulfillment Centers and Management will be a daily part of the role
  • Phone contact to third party delivery partner will also be part of the role
  • Calling customers to provide status of order or updates is a must, so effective verbal communication is paramount
  • Act as an escalation point for difficult or unusual issues
  • Must be able to ascertain when to contact CR Manager regarding escalated order issues or any issue that could impact a customer’s order
  • Handle/process customer orders from customers who report an issue regarding their order
  • Perform and update Order Log in Digital Shared; administrative tasks, as needed, to support the VOC Customer Relations Manager, including but not limited to contacting customers via phone or by email
  • Contacting stores to alert them that handheld device has less than 5% power left (these will be handled when an alert is sent out via email)

Requirements:

  • Experience in a customer support and/or fulfillment center role
  • CRM Software – ideally Zendesk
  • Experience utilize call monitoring tools/dashboards
  • Strong customer service skills
  • Customer issue escalation
  • Strong phone experience

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

JO-2101-108017

Apply Now