One Kings Lane
Customer Care Specialist
March 2014 — Present
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Customer Care Specialist at One Kings Lane
Processed invoices, payments, and shipments for orders made online or in the office. Researched and created database of sales leads. Created: monthly newsletters, memos, and product updates sent via email to sales leads and existing customers. Created, and edited company letterhead, email templates, and customer information forms. Made sure company subscriptions and bills expenses were paid, filed, and sent to accounting department.
Provide service and help customers succeed financially by offering services and products in addition to completing account change requests and answering basic inquiries on existing accounts. All information provided to customer after verifying identity as well as performed functions following company wide and federal compliance guidelines. Expected to meet average handle time, sales, and customer satisfaction rate goals.
Communicated internally with branch locations, call center agents, and externally with customers to assist with online banking signup, log in issues, and bill pay corrections as well as assisted Businesses customers with separate banking website- Business Direct. Required to follow compliance and federal regulations when granting account access online as well as changing/ providing information regarding personal and/or business accounts.
Corporate sales and service at the Mount Laurel Contact Center.
Research and provide new and existing customers with product information via e-mail, phone, and website. Contact customers to set up showroom appointments. Job functions also included administrative tasks such as assisting with payroll processing, providing customers with billing estimates, Process, submit, and issue invoices, distribute customer orders to warehouse, Warehouse inventory management ie processing orders to ensure product was available, logging/scheduling travel and shipping expenses for shipping company on larger or long distance orders, Occasionally traveled to client's office for meetings to represent company during deliveries on larger orders.
Started as a Sales Associate in smaller store, moved to part time floorset staff associate, and transferred to supervisor Role primarily responsible for managing floor staff of highest volume store in the district. Ensure visual standards, customer service, and sales goals are met. Provided sales goals and progress was tracked daily and responsible for communicating team focus to successfully meet goals. Managed separate floorset staff. Responsible for prepare visual marketing, sales promotion props, and new product for floorset staff.Assisted Store Manager with store meeting preparations ie putting together product samples for associates, learn new product information before launch to train staff on benefits. Processed weekly payroll, schedules, deposit audits, store damages, and product giveaways to employees to maintain proper inventory levels. Responsible for shipment processing ie managed store inventory operations by being present for shipment, counting inventory before floor placement, processing shipment records and filing them in system.
Started at entry level retail management position and promoted up to store manager in less than one year with the company. Managed small staff, completed and delegated store tasks to fit needs of the business. Scheduled and merchandised floor according to traffic patterns. Planned store sales goals based off of conversion patterns and compared sales from year prior. Hired, managed, and trained staff members to achieve highest level of customer service, while completing shipment/ other store maintenance tasks. Confirmed and maintained myself, and all staff members adhered to all company policies and procedures. Performed associate/management reviews/ and all required operational tasks.
Received, handled, assisted, and managed escalated customer service phone calls regarding Samsung Electronic warranties. Communicated with servicing centers and commercial retailers to assist customers experiencing manufacture defects,physical damages, and warranty service calls. Product and contract knowledge required to know and explain solutions to frustrated customers. Explained calmly and professionally the options available to customers seeking help using certain verbiage to defuse irritated and frustrated customer situations. Received call scores regularly.