Customer Care Representative
Customer Care Representative
Who we are:
Studio M is a family owned and operated company of about 100 people based in St. Louis, Missouri (Fenton area). We design, manufacture, and distribute art-based gift and décor products for the home and garden.
https://www.studio-m.com/
About the role:
The Customer Care Representative (CCR) will be responsible for delivering exceptional customer service by quickly and effectively answering questions, processing orders, and solving problems for our customers. Success in this role will be achieved through accurate data entry and analysis, prompt response to telephone and email inquiries, timely problem resolution, ensuring a positive customer experience, enhancing customer satisfaction rates, and impacting customer retention rates. This position works independently on tasks to contribute to a team goal, and in a team on projects as assigned. The ability to work well with others is crucial.
Responsibilities
Reporting to the Customer Care Manager, the Customer Care Representative will:
Maintain a steady volume of inbound calls, emails, and tasks. Prioritize workload to ensure all deadlines are achieved.
Process incoming orders and provide follow up as warranted.
Record customer interactions and input clear notes in the account profile.
Provide general company and product knowledge to customers.
Provide service beyond expectation by anticipating, identifying, assessing, and solving B2C and B2B inquiries, concerns and/or complaints. Identifying and escalating priority issues when necessary.
Establish and maintain effective relationships with customers by gaining their trust and respect through responsive customer service. Collaborate with other departments to create an excellent customer experience.
Impact time to resolution by being knowledgeable and communicating effectively.
Conduct customer surveys, first order follow up or other satisfaction assessments as assigned. Share customer feedback regarding opportunities for improvement when they arise.
Assist in creating and maintaining the departments knowledge base.
Contribute to building a continuous improvement culture with consideration of all company assets and employees.
Knowledge, skills, and abilities
Data entry, data analysis, and customer database management. Consistent attention to detail and accuracy.
Strong organizational and multitasking skills with ability to focus, prioritize workload, and manage time effectively.
Ability to excel while working independently and within a supportive team environment.
Possessing a great attitude and positive approach to all tasks. Versatility, flexibility, and a willingness to perform within constantly changing priorities.
Excellent communications skills, both verbal and written.
Exceptional listening and problem-solving skills, with the ability to anticipate needs and be a solution provider.
Actively demonstrates professionalism, attentiveness, and patience. Ability to always remain courteous and calm, even during moments of customer displeasure.
Requirements
5+ years of B2B customer service experience required.
Knowledge of the retail and/or manufacturing industries helpful.
Technical aptitude – proficient in Microsoft Office applications such as Excel, Word, and Outlook. NetSuite and HubSpot or other CRM experience a plus.
High School Diploma required. Associates degree preferred.
Physical demands and work environment
Frequently required to sit, talk, hear, and utilize hand and finger dexterity.
Frequently required to utilize visual acuity to read information and use a keyboard.
May have limited exposure to manufacturing areas while onsite that require usage of PPE including but not limited to closed toed, rubber sole shoes.
Schedule
8:30am – 5pm
On occasion, over time may be required.
Job type
Full-time, hourly
Work location
Variable
3 months on the job training period at Studio M corporate office. Following successful training period, ability to work remotely and in the Studio M office as assigned.
What we offer:
Competitive wages
Generous benefits package:
Medical, dental, vision insurance
401(k) program with matching
14 business days per year of PTO/vacation/sick leave (accrued with hours worked)
Life insurance and long-term disability insurance
Employee assistance program -resources and guidance to help with parenting, senior care, home services, wellness, legal, financial services, or whatever personal challenge you might face
Employee discount
Casual, family-friendly work environment -we treat our team like human beings (not like robots), and we'll work with you to accommodate the demands of your life outside of work.
Opportunities for growth.