Summary:
The customer care representative delivers personal and friendly service on incoming calls from new and existing customersThis position entails personally shopping with guests and building sales by styling and ward-robing each customer based on their needsCustomer care representatives also assists with account inquiries, initiate credits, submit replacement requests, and use creative thinking to promote first call resolution.
Company interfaces:
The position reports to the sales & service supervisor located in roanoke, virginia and will have interactions with other customer care supervisorsThis position has no direct reports and is classified as non-exempt (hourly)This position will require on-site training, but qualified candidates will be deployed remote once they have met all required kpm’s belowA workspace free of distractions is mandatory to qualify for remote work.
Key measurements:
Maintain average quality monitoring score of >80%
Maintain 90% add-on sales offer rate and monthly dollars per order (dpo) goals
Maintain 80% occupancy rate
Average talk time < 6:00 minutes
Average after call work (acw) : 15 seconds
Responsibilities:
Aspire to deliver an amazing customer experience with each contact.
Speaks clearly and listens effectively in order to communicate with customers in a positive manner while processing their order accurately.
Handle all assigned customer contacts, answering any inquiries with passionate and engaging customer service that exceeds our customers’ expectations.
Serve as a liaison between customers and the company by making decisions within set limits that will retain a customer’s good will towards orvis.
Utilize knowledge and skills garnered from continuous coaching and training to promote first call resolution.
Maintain knowledge and excitement for orvis products, and work to increase sales by making additional product recommendations in all appropriate opportunities.
Contributes to preserving sales & service departmental kpm`s:
70% of calls answered within 20 seconds
2.5% or less abandon rate
Complete assigned e-learning modules
Maintain acceptable attendance in accordance with company guidelines
Sit for prolonged periods of time and manual dexterity required for entry of data using a computer.
Complete other duties as assigned
Skill set desired:
Excellent interpersonal, verbal & written communication skills, using proper grammar & accurate spelling.
Ability to maintain a professional attitude in challenging situations.
Ability to adapt to the changing needs of customers.
Results driven and responds positively to feedback.
Basic math skills, including calculation of percentages and average.
Qualifications/experience:
Reputable ability to work independently and make decision using creative problem solving and follow-through skills for ultimate resolution.
Demonstrated ability to provide excellent customer service and working knowledge of orvis products, processes and procedures.
Knowledge of microsoft word, windows and other basic computer programs
Working knowledge of orvis contact center operations preferred
About orvis – http://orvis.com/
In 1856, charles fOrvis founded the orvis company in manchester, vermont, offering superior fly-fishing equipment, and priding himself on customer satisfaction and serviceToday, orvis is the trusted source for the discovery of adventure and the wonder in the natural worldFor more than a century and a half we have loved the wild, explored it, and protected itAt our core, we are a fly-fishing and wingshooting brand, inspired by nature, driven by curiosity, and fulfilled by adventureWe are the world leader in fly fishing, but our passion for nature and the outdoors fully extend to our offerings in a wide assortment of men’s and women’s sportswear, fine gifts and home furnishings, luggage, and travel accessoriesWe are an industry leader in dog beds and innovative dog productsOur culture of “we love dogs” inspires us to be a central source of education and information for all dog loversWe offer fine shotguns, gear, and technical apparel for wingshooting and sporting clays, and orvis sporting services also include fishing and shooting schools, an international sporting and eco-travel agency, the orvis-endorsed network of lodges, outfitters, and guides, and orvis-endorsed hunting dog trainers and breedersEach product and the services we offer is rooted in our heritage, inspired by our love of the wild, and backed by superior customer service and a 100% guarantee of satisfaction.
Privately owned by the perkins family since 1965, orvis is headquartered in beautiful southwestern vermont with major operations in roanoke, virginia and the united kingdomToday orvis is an international, multi-channel retailer with approximately 1,700 employeesOur award-winning website, orvis.com, offers more than 5,000 products with 32 million visits/yearThe company mails more than 44 catalog editions each year with a total annual circulation in excess of 45 millionAs of 2017, orvis has 70 retail stores and 10 outlets in the us, and 18 retail stores in the ukOur wholesale division services more than 500 independent dealers worldwideThe orvis blog (orvis.com/news) offers a wide variety of editorial and educational content to more than 2.5 million visitors per year, with extensive articles and videos about fly fishing, wingshooting, dogs, conservation, and moreOur learning center (howtoflyfish.orvis.com) provides the most comprehensive collection of online videos and resources devoted to teaching the world how to fly fish.
At orvis, we firmly believe in a company culture that is supportive and inspiring to the individualIt is inherent that orvis create a workplace atmosphere that allows all our employees to reach their maximum success within the companyOrvis strives to have a workplace where associates will come to work every day being fully engaged in helping the company meet its goal of exceptional customer service while producing profits necessary to be successful long-termOrvis offers competitive compensation commensurate with scope of responsibilities and experience required; plus a comprehensive benefits package including medical/dental/vision coverage, life insurance, 401k with a company match, generous associate discounts, and other excellent benefits.
Come join us in a life outdoorsWe believe the most meaningful experiences are created by sharing the love of nature and being inspired by its endless possibilities.
