Member Services - Customer Service Representative

Job Description

FTD Customer Service Representatives are responsible for answering inbound calls and professionally assisting our Member Florists with statement questions and order disputes. This is a work-from-home position...
What you will do:

Respond to questions regarding the member's statement and florist order disputes via email and by phone as appropriate.
Professionally respond to incoming customer calls and emails.
Process requests using internal computer applications. Verify and validate all information provided by the member prior to submission.
Accurately document all calls in the 360 application.
Consistently achieve key indicators and performance standards as defined by management.
Provide customers with quality service by following the defined company policies, processes and procedures.
Read and retain information from departmental memorandums, websites and training materials to effectively service customers.
Participate in ongoing on-the-job training. This may include one-on-one sessions with members of management and peer coaching.
Other duties as assigned.

What we seek:

High school diploma or general equivalency diploma; or equivalent combination of education and experience
Inbound call center experience desirable
Proficient in Microsoft Office and Internet navigation.
Clear problem-solving skills and ability to make quick decisions
Excellent communication skills, both written and oral
Excellent grammar skills
Clear speaking voice
Good listening skills
Good typing/keyboarding skills
Ability to handle pressure professionally and to exhibit a calm disposition
Ability to show empathy and be persuasive
Ability to control the call
Good follow up skills
Ability to use computer and keyboard for extended periods of time
Ability to communicate verbally and in writing and to talk for extended periods of time on the phone
Must be flexible, receptive to change, and have the ability to adapt quickly to changing business requirements

Come give FTD a look! We are an incredibly open and welcoming company-come join our family! FTD, LLC is a global premier floral gifting company with a vision to be the world's leading and most trusted company in this industry.
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About Us

For over 110 years, FTD has helped people give with meaning for life's most important occasions through fresh florals, plants and gifts. With cutting-edge software, our mission is to deliver the best gifting experience online by processing millions of orders a year, enabling small businesses to win big in the ecommerce space. We focus on solving tomorrow's challenges in partnership with our nationwide network of trusted, expert florists. We're made up of a diverse group of big thinkers and decision makers who influence how we operate and the results we deliver. By consistently testing, implementing and celebrating new ideas, we're committed to growing your career from within. Together, we can continue to provide a meaningful experience for our customers, partners and our most valuable asset: our employees.
For all of life's occasions and everyday moments, visit FTD.com and follow us on Facebook and Instagram at @ftdflowers

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