Customer Service Representative

Columbus, OH 43215

Posted: 10/11/2019 Industry: Clerical Job Number: 521590
Currently recruiting for positions in our contact center as Service and Sales Associates, handling various forms of customer contact channels such as phone, email, chat and social media. Being kind and compassionate while assuming good intent of all people is a requirement along with educating our customers about our products via consultative sales assistance.


Both Contact Centers handle close to one million contacts each year. Customer contact channel type includes: phone, chat, email, social media, mail, website reviews, iTunes & Google Play reviews, BBB concerns and AG complaints

Service and Sales Associates (SSA s) handle customer contacts that might include placing, changing or deleting an order, questions or comments about content, product specifics, billing, web site navigation help, delivery or product issues and school programs and other help/projects as needed

Workload is approximately 50-100 calls a day and may include additional contact handling through the various channel types as the associate become more familiar and confident with their position

Associates use multiple computer systems such as: order and email management, askCDS knowledge base, Voice of the Customer advocacy system and sales tracking, timekeeping systems and a contact center client system to monitor ACD flow & results

Associates are required to use world class customer service skills to resolve/record customer questions and concerns. Agents may never use profanity, yell or raise their voice, terminate a call by hanging up on a client or conduct themselves in an unprofessional manner

Associates are required to assess the sales value of each call and execute an upsell, this means educating the customer about the products Highlights for Children offers in an attempt to gain an upsell of either merchandise or supplemental sales revenue. Supplemental revenue includes sales retention efforts, phone and email capture, easy pay credit card enrollment and cross selling to another product.

The Supervisor to associate ratio at maximum headcount is 10: 1 allowing associate performance to be monitored throughout each work day. The Supervisor conducts weekly QA call monitoring as well as End of Month Review sessions to cover areas of strength and opportunities for improvement in performance. The monthly review session serves as a communication tool for performance progress and impacts the annual performance evaluation and merit review. This monthly following up ensures that employees remain informed of performance levels as it relates to earning an annual raise in pay

Key performance metrics evaluated include Quality Assurance, Average handling time & Work time duration, Merchandise/Supplemental Sales and customer advocacy through the VOC as well as attendance and team participation/engagement
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