Summary/Objective

The Web Content/Customer Care Representative is responsible for performing data entry work, entering, updating, researching, verifying and/or retrieving data into/from various systems, and ensuring the accuracy and confidentiality of information recorded. They are also required to answer company phones and redirect calls to correct personnel and/or department. The Representative will answer customer questions, research products, place orders, and utilize our online chat.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Answers customer phone calls and/or replies to customer chat on the ecommerce site.
2. Enters customer orders into the computer system.
3. Ensures that each customer receives outstanding customer care by providing solid product knowledge and all other components of customer care.
4. Provides information to customers by verifying their request; answering questions; aiding and responding to customers’ needs.
5. Initiates claims (missing or damaged package) by gathering all pertinent information on claim forms and forwarding this information on to the Supervisor.
6. Gathers information from various sources to prepare and enter items for the ecommerce site.
7. Improves quality results by evaluating processes, recommending changes.
8. Updates job knowledge by participating in educational opportunities (i.e. Vendor training), along with personal research.
9. Informs customers of sales, services, and upcoming store events, as well as community-wide events when calling in and asking by referring to company Calendar of Events.
10. Maintains an awareness of all product information, merchandise promotions, and advertisements.
11. Assists in notifying Supervisor regarding out-of-stock product and/or product in which labeling, ingredients, or color has changed.
12. Ensures all supplies are on hand, informing Supervisor if any are needed.
13. Adheres to all company policies, procedures and practices, as outlined in the Employee Hand Book.
14. Adheres to all safety procedures according to company and OSHA standards.

Competencies

1. Customer focus
2. Effective verbal and written communication skills
3. Multi-tasking ability/Time management
4. Basic math skills
5. Ethical conduct
6. Technical capacity
7. Thoroughness
8. Listening skills

Supervisory Responsibility

This position does not currently have supervisory responsibilities.

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, file cabinets and fax machines.

Physical Demands

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. This is largely a sedentary job; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Since  Vendor Training classes are sometimes held in the upstairs Conference Room, the ability to climb stairs is also needed.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are normally Monday through Friday, 8 AM to 6 PM. Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 8 AM to 6 PM. Occasional weekend work may be required as job duties demand.

Education and Experience

High school diploma or G.E.D. certificate, alpha and numeric data entry skills are required.

Preferred Education and Experience

A degree is not required for this position, but customer service and effective communication skills are preferred. Experience is a plus.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Care-A-Lot Pet Supply is an Equal Opportunity Employer