Account Manager / eCommerce

The position of Customer Care Representative – Omnichannel, delivers effortless, personalized and profitable customer experiences in a contact center environment using various inbound interaction types.

DUTIES And RESPONSIBILITIES

• Answers inbound sales and service customer calls and emails to process orders, troubleshoot issues, complete returns, collaborate with vendors to source products, make product recommendations and provide general web support with a focus on increasing sales through upselling.
• Responsible for proficiency in required processes and applications relevant to the Customer Care Omnichannel role.
• Effectively manages customer interactions including inbound calls and email communications.
• collaborate with other departments to identify and address the customers stated and unstated product & service needs.
• Provides effortless customer experiences regardless of the chosen modality related to products, services and pricing.
• Troubleshoots and resolves customer issues & concerns (including but not limited to billing, credits, returns, payments, sourcing, pricing, availability, product recommendations & account related questions) using the most efficient and cost-effective resources and processes.
• Communicates customer issues and trends to leadership to ensure timely resolution and improvements in the customer overall experience.
• Achieves the goal expectations of the role, including but not limited to quality, sales, quote conversion, upselling & productivity measurements.
  
  

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

EDUCATION And EXPERIENCE

• High school diploma or equivalent experience required.
  
  

Skills

• Excellent customer service skills required.
• Demonstrated sales skills desired.
• Proficiency in systems used by the Representative, Customer Care - Omnichannel role, such as as/400
• Excellent communication skills required including the ability to speak and write standard business English required.
  
  

Job Type: Full-time

Benefits

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance
  
  

Schedule

• Monday to Friday
  
  

Experience

• Microsoft Excel: 5 years (Required)
• Account management: 6 years (Required)
  
  

Ability To Commute

• Scottsdale, AZ 85250 (Required)
  
  

Ability To Relocate

• Scottsdale, AZ 85250: Relocate before starting work (Required)
  
  

Work Location: Hybrid remote in Scottsdale, AZ 85250

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