Location: St. Augustine, Florida 32092

Remote: Unavailable

Company Overview:

Til Valhalla Project (TVP) is a veteran-owned apparel company. Proceeds from sales allow us to provide free memorial plaques to the families of fallen heroes (military, first responders, and law enforcement) and give back to our Military community via donations to raise awareness for Veteran Suicide.

Our community-focused mission makes work personal and more rewarding. Be a part of our TVP Family and be proud of the impact you will make in our customers’ lives.

Ideal Candidate:

The Customer Success Representative engages directly with customers through written and telephone communication. The ideal candidate will go above and beyond to Impress our customers and commit to helping them find the perfect product to memorialize, remind, or spread awareness for their loved ones. Operate with empathy, patience, understanding, and kindness to customers and team members. We are looking for someone passionate about helping others and impacting our customers' lives.

Representatives will manage customer queries, process orders, make modifications, and escalate complaints across several communication channels. To do well in this role, you must remain calm when customers are frustrated and use active listening skills to assist customers effectively. The right candidate will have an infectious personality, be polite, detail-orientated, customer-focused, target driven, and can think critically and sometimes get creative with solutions.

What is Expected of You?

• Maintain a positive, empathetic, and professional attitude toward customers.
• Engage directly with customers through various channels (email, live chat, social media, and telephone) and consistently meet customer needs.
• Respond efficiently to a high volume of customers and create a positive experience.
• Remain calm and professional while dealing with frustrated customers and providing them with the best solutions to resolve their issues.
• Navigate between various e-commerce platforms and order management software to investigate orders, available stock, and products.
• Stay current on products, memberships, sales/ads, discounts, and new and discontinued products, so that you can answer questions.
• Guide customers through our return and exchange processes.
• Work with a sense of urgency and dedication to exceed customer expectations and earn loyalty through accuracy, efficiency, courtesy, and knowledge.
• Strive to exceed daily
• Cross-train and aid other departments during lulls in your day.
• Other duties as assigned

What You Need to Succeed:

• Punctual and reliable attendance. Dependable and strong work ethic
• High School Diploma or equivalent
• 2 years in a Customer Service or call center setting
• Exceptional telephone manners, customer service, and active listening.
• Proficiency in basic math with the ability to compute refunds before and after discounts and apply specified percentages, tiered promotional codes, and partial discounts to orders
• Proficiency with computers, especially concerning CRM software
• Ability to resolve conflict and diffuse tension
• Typing speed 40 WPM with 95% Accuracy
• Superior attention to detail
• Being able to speak more than one language fluently would be highly advantageous.

Requires the Ability to:

• Demonstrate dependable daily attendance and work output.
• Demonstrate integrity and honesty in daily duties.
• Protect confidential information.
• Be confident in decision-making with late returns, damaged/defective products, and refunds if necessary
• Meet deadlines and exceed customers' expectations consistently.
• Follow instructions, exercises independent judgment, sound reasoning, and problem-solving skills.
• Regularly required to read, compose written correspondence, hear, and communicate verbally
• Prolonged periods of sitting at a desk and working on a computer.
• Sometimes required to lift and move objects 10-15 lbs, occasionally lift and move items weighing more than 20 lbs.

Benefits:

• Medical Insurance
• Company Paid Group Life Insurance
• Company Paid Short-term Disability
• Employee discount
• Paid Personal Time
• Paid Vacation
• Paid Holidays
• Casual Dress Code
• 401k