Customer Service Representative
Position Mission
The Customer Service Representative supports Sensaria & our Great Big Canvas (GBC) & Canvas on Demand (COD)business, which creates custom wall art from digital images. The Customer Service team is responsible for providing outstanding customer service to our customers via email, live chat, and telephone. This position provides information to customers about the status of their orders, implements requested changes, and works with the internal team to find solutions to one-off challenges should they arise. Additional time spent cross-functionally in a support role to either sales or marketing teams.
Essential Duties and Responsibilities
- Order Management: Ability to work in multiple systems to ensure the accurate and timely management of orders that are initiated from several interfaces.
- Communication: Capability to handle direct communication with a high level of professionalism, both electronically and by phone, with customers as it relates to order fulfillment and creative resolutions (phone, Microsoft Teams, Email)
- Prioritization: Capability to recognize business needs and prioritize effectively
- Problem Resolution: Proven skills to obtain and evaluate all relevant information to resolve customer inquiries and complaints.
- Time Management: Proven track record of the ability to multi-task and adapt to a fast-paced environment that varies daily.
- Cross functional Work Environment: Ability to work with other teams to request support of or lend support to new business, opportunities for improvements and unresolved challenges.
- Attention to Detail: Update order details to meet the customer’s deadlines.
EDUCATION AND FORMAL TRAINING:
- High School diploma/GED or equivalent experience required. College degree preferred
- 3+ years of Customer Service experience including knowledge of customer service principles and best practices.
- Proficiency in Microsoft 365 (Outlook, Microsoft Excel, Word, PowerPoint), Zendesk experience a plus.
- Confident ability to express yourself clearly and professionally in written and verbal form.
- Acute attention to detail and accuracy
- Excellent listening skills
- Flexibility in prioritization in a fast-paced environment
- Must be self-motivated and be able to work independently; should have experience working in a remote setting and in a team environment.
- Ability to work in a fast-paced, high demand work environment
- Problem solving capabilities & resolution focused
- Ability to recognize needs for process improvement and make recommendations.
- Knowledge about photography or digital art is a plus.
- Technical or computer support or call center experience preferred.
- Strategic thinking and project management ability to lead large account integrations and product additions.
- Proven ability to act independently, exercise judgment and influence people to take appropriate actions.
- Highly analytical & data driven with the ability to pull data from various sources, organize, interpret, and use that data to drive effective solutions in a timely manner.
- Ability to effectively present information and respond to questions from customers or other departments.
- Ability to add, subtract, multiply, and divide in all units of measure, calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages, and apply concepts of basic algebra.
- Ability to interpret a variety of instructions furnished in written, oral, diagram and schedule form.
Hours: M-F 8:30a-5:30p M-F - Eastern Time Zone highly preferred; Varied Schedule/Overtime may be required during peak times.
Pay Range: $17.00 -$18.99 per hour depending on experience.
We are unable to sponsor work Visas at this time.
This role is fully remote from your home office, recent experience working independently in a remote work environment is highly desirable.
Sensaria is able to hire in the following States in the US: AL, AZ, CO, CT, FL, GA, IA,IN, KS, LA, MD, MO, NH, NV, NY, OH, OR, PA, SD, SC, TX, VA, WI
Benefits: Sensaria offers a competitive compensation package, which includes vacation days, sick days, paid holidays, a paid floating holiday of your choice, paid maternity & paternity leave, along with Medical, Dental, Vision, 401K, STD, LTD, Optional Life insurance, and opportunities for professional development. We are dedicated to creating an inclusive and collaborative workplace where every team member can thrive.
EEO Statement:
Sensaria, Formerly Circle Graphics Decor, and it's subsidiaries and acquired companies, (The Company) is an equal employment opportunity employer. The Company’s policy is to not unlawfully discriminate against any applicant or employee on the basis of race, color, sex, religion, national origin, age, disability, or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any protected category, characteristic or status. It is also the Company’s policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.
The Company complies with the ADA, the ADAAA and applicable state law and considers reasonable accommodation measures that may be necessary for qualified applicants/employees to perform the essential functions of the job. Hire may be contingent upon a post-offer medical examination, and skill and agility tests, as appropriate for the position. Assistance For the Disabled Alternative formats of this Privacy Policy are available to individuals with a disability. Please contact careers@sensaria.com for assistance.
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