Seasonal Customer Relations Specialist at 1-800-FLOWERS.COM, INC

Position Summary:

Provide customer-centric assistance via phone calls, email, or live chat interactions. Serve as the initial point of customer contact for issues within the organization. Problem-solve with customers to handle and resolve complaints. Provide information in response to inquiries about products, services, current sales/coupons, and order status. Serve as a brand ambassador for our personalized products with a sense of creativity, individuality, and joy!

Hours: 7:00 am - 3:30 pm (limited) OR 8:30 am - 5:00 pm

Pay Rate: $17.00 hourly 

Essential Duties and Responsibilities:

• Complete orders while adhering to PCI regulations, maintain customer profiles, act as a product matter expert, and provide information about products, services, account information, and order status via phone, email, or live chat correspondence.
• Edit or cancel customer orders when applicable and credit/debit accounts accordingly.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Obtain details of complaints and address questions or concerns. Acquire better quality images regarding product complaints when necessary.
• Confirm that appropriate changes were made to resolve customer issues.
• Refer unresolved customer issues to designated departments for further investigation.
• Escalate irate customer concerns to appropriate customer relations personnel.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Issue shipping claims for lost or damaged goods.
• Process returned packages or orders that need to be reshipped.
• Vet and post product reviews and take necessary action to correct any negative postings.
• Post customer comments internally and perform customer follow-up if necessary.
• Perform AVS-related tasks as warranted.
• Troubleshoot technical issues to assist customers in placing orders and resetting passwords.
• Review new products once added by Merchandising Team.
• Perform additional duties as assigned.