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ZULILY Full Time Seasonal Customer Service Specialist *Must live within 50 Radius of Gahanna, Ohio*

Company: Qurate Retail Group
Location: Toledo
Posted on: September 13, 2020

Job Description:

US55505* Candidates must live within a 50 mile radius of Gahanna, Ohio.See shift details below!You must complete a two part assessment to be considered.The Full Time CSS at Zulily is based out of Gahanna, Ohio and is responsible for assisting customers to place orders over the phone and resolving issues related to understanding order status, cancelling an order, obtaining a refund or store credit, opting out of marketing e-mails, and general inquiries regarding Zulily. This is accomplished by responding to phone calls and e-mails in a timely manner that addresses the core issue of the customer inquiry. The majority of inquiries should be resolved in the first response.Job details include:* Answer and processing incoming calls, e-mails and correspondence in a professional and timely manner.* Address customer needs and requests with a positive and can-do attitude.* Handle complex customer complaints and questions regarding product quality, delivery, billing, and refund policies.* Use judgment to find creative solutions to resolve customer issues that fall outside the normal guidelines.* Ability to accept increased decision making authority in creating solutions for customers.* Work autonomously to resolve the majority of customer issues without management intervention.* Meet Key Performance Indicator expectations (average speed of answer, handle time, first contact resolution).* Expected to maintain targeted Q/A scores to stay in good standing.* Work with all call center staff in a professional & collaborative manner.* Perform other duties/projects assigned from time to time.Qualifications:* Proficient in Microsoft Office programs.* Proven ability to maintain high quality calls.* Demonstrated excellence in customer issue resolution across all contact channels (e-mail and phone).* Ability to close customer issues quickly and expediently.* Ability to establish a rapport with customers to facilitate the likelihood of retention.* Superior active listening skills; asking clarifying questions to be sure the correct message is understood.* Ability to work independently with a high degree of accuracy - natural self-starter.* Strong verbal and written communication skills - exceptionally friendly and conversational.* Proficiency with multi-tasking, prioritizing, and managing time effectively.* Ability to sit for long periods of time using a computer to enter and process customer information.* Ability to answer large volumes of incoming e-mails and phone calls working reliably and autonomously.Work at Home Requirements:* Availability of broadband connection (Download: 30 mbps. Upload: 5 mbps)* Internet access that is solely yours (Internet access/WI-FI cannot be provided via a 3rd party, i.e. free WI-FI in an apartment complex.)* Ability to troubleshoot and manage technical issues with little to no face to face support. *Troubleshooting is defined as, restarting, understanding internet connection (router/modem), able to explain issues with Token (VPN access), general understanding of how to walk through the troubleshooting steps provided by the Service Desk. ** Adequate room for computing equipment.* Accessibility to grounded 3 prong electrical outlet.* Work area that is clean and free of wet areas.* Work area free of loud background noises.* Must connect to the internet via ETHERNET CABLE. (Not wireless).Additional Job Details:Shift: Full Time at 40 hours/week (1st Shift Not Available/Overnight not available). Schedules are 8.5 hours shifts 5 days per week.Hours of operations end at 11:00pm Eastern.Mandatory OverTime will be required during holiday season.Rate: $13.50/hourThis position is seasonal and ends on or around January 15th, 2021.

Keywords: Qurate Retail Group, Toledo , ZULILY Full Time Seasonal Customer Service Specialist *Must live within 50 Radius of Gahanna, Ohio*, Hospitality & Tourism , Toledo, Ohio

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