Commerce Customer Service Representative

COMPANY DESCRIPTION

FOCO is a leading manufacturer of sports and entertainment merchandise, with a product line that includes apparel, accessories, toys, collectibles, novelty items, and more. With major sports and entertainment licenses at our disposal along with a powerful infrastructure, a dedicated team, and a broad variety of products, our company is reaching new heights every day. FOCO’s success is directly related to our ability to bring new and exciting designs, ideas, and manufacturing techniques to categories in need of innovation

FOCO is an industry leader in results-driven growth strategy development, social advertising, search engine marketing, organic search ranking, and lead generation. FOCO focuses on building scalable, efficient campaigns that drive results.

E-Commerce Customer Service Representative you’ll be responsible for day-to-day continuous monitoring of customer serve tracker, related inputs from our websites, reviews platforms, and live chat. You’ll review and reply directly to customer online comments or route to the appropriate internal team as needed. In this role, you are a FOCO.com brand ambassador, creating responses that build customer loyalty, trust, and goodwill.

E-Commerce Customer Service Representative Job Responsibilities:

• Answer customer phone calls, chats, or emails handling a variety of complex account issues.
• Ability to navigate through multiple computers applications with speed and accuracy.
• Provide a high level of customer service and professionalism.
• Will work with one or multiple customer support lines.
• Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service.
• Maintain customer satisfaction ratings based on criteria set forth by the company.
• Help customers over the phone (sometimes other channels as needed) with a variety of topics, primarily using our internal computer software and systems to research solutions and document their accounts, so being detail-oriented is critical
• Operate with a willingness to learn. We share feedback, we get feedback and we operate in a culture of being open-minded to grow. Many of our Team Members have grown into other roles and leadership positions, so having a long-term career focus is ideal
• Go above and beyond to “Wow” our customers. We aren’t looking for order-takers or script-readers – we’re searching for those who can engage with our customers and think critically to help the customer find the right products, set up their accounts, track down orders and sometimes get creative with solutions.

E-Commerce Customer Service Representative Required Skills:

• German speaking is definitely a plus in the role
• Bachelor’s degree in Marketing, Communication, Public Relations or 4 years related experience a plus
• High degree of emotional intelligence and experience dealing with people in a customer service capacity. Call center or inbound customer support experience a plus.
• Microsoft suites: Office, Excel, PowerPoint, etc.
• Strong ownership mindset with exceptional follow-through skills.
• Ability to work well with team members across departments, and with people from different backgrounds.
• Must have effective communication, writing, analytical and organizational skills.
• Ability to multitask and simultaneously handle multiple concerns.
• Highly motivated, results-driven, and resourceful.
• Excellent problem-solving and decision-making skills.

E-Commerce Customer Service Representative Accounts Payable Clerk Pay And Benefits:

• Competitive pay and Incentives
• Health insurance, Dental insurance, Vision insurance
• 401(k), 401(k) matching
• Paid time off
• Employee discount

Please note all candidates must be Little Rock, AR-based, or willing to relocate to Little Rock, AR, prior to starting date. Fulltime Remote work is not available for this role. You must also be legally able to work in the United States.

Company's website:

• https://www.foco.com, www.uk.foco.com, www.sportsfanisland.com

Job Type: Full-time

Pay: From $35,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Weekly day range:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service: 1 year (Required)

Work Location: One location

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