Now Hiring - Retail Sales JR Cigar Call Center Representative (Hybrid) in Fort Lauderdale, FL

Under the direction of the Call Center Director, individuals will work in a high volume call center environment assisting customers quickly and accurately with all orders via telephone and internet, processing payment information and assisting with sales issues as they arise. Candidates should have an outgoing and positive demeanor, a motivated, energetic work ethic, and a track record of working well with others in a team environment. This is a hybrid position reporting to the Fort Lauderdale Corporate Office that will require limited remote work.

Incentives include:

Supplemental Pay

• Commission opportunities
• $25 WIFI Bonus

Benefits

• Hybrid schedule
• Paid Training
• Paid Time Off
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short Term/Long Term Disability
• Life Insurance/Dependent Life Insurance
• 401k with an employer match of up to 6%
• Career Advancement Opportunities

Job Description

Responsibilities:

• Places orders for customers and ensures they have the best shopping experience possible
• Communicates new website features to customers (JR Plus, Cigar of the Month Club, Shop JR app. Loyalty program, Bonus Buys available, etc.)
• Upsell products to customers (Example – Bonus Buy, Subscription, and other products and services)
• Participate in weekly coaching/training
• Participate in ongoing sales and customer service coaching
• Provide best-in-class customer service
• Answer e-mails tickets that come in through Salesforce as assigned
• Provide online chat (LiveChat) customer service as needed
• Flag items suspected of Fraud and forward them to Leads/Supervisors
• Handle escalated calls when necessary
• Notify team leads and/or helpdesk of any system related issues being communicated by customers
• Other duties and responsibilities as assigned

Education:

• High school graduate or equivalent
• REQUIRED KNOWLEDGE: Basic understanding of Company products and services
• EXPERIENCE REQUIRED: At least 1 year of experience in customer service/call center environment

SKILLS/ABILITIES:

• Excellent communication
• Ability to work well under pressure
• Ability to use a personal computer and related software applications including Microsoft
• Sales force and AS400, data entry
• Customer Service
• Attention to Detail
• Professionalism
• Multi-tasking

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Required to regularly talk and hear
• Required to frequently stand and walk
• Use hands to finger, handle or feel

Experience

• 1 - 2 years: Sales Experience
• 4 year(s): Basic Computer Knowledge (Microsoft Office Suite Preferred)

• 1 - 2 years: Call Center Experience

Behaviors

• Enthusiastic: Shows intense and eager enjoyment and interest
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Team Player: Works well as a member of a group

Motivations

• Peer Recognition: Inspired to perform well by the praise of coworkers
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Goal Completion: Inspired to perform well by the completion of tasks
• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
• Self-Starter: Inspired to perform without outside help
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Job Security: Inspired to perform well by the knowledge that your job is safe