Customer Service Representative chez 1-800-FLOWERS.COM, INC.

We are seeking an energetic and reliable professional to join our BloomNet Team as a Customer Service Representative. In this role, you will be responsible for answering incoming customer calls, utilizing company policies to resolve issues, and directing calls and service requests to the appropriate department when necessary.

As the first point of contact, you will assist customers with product purchases made on NapcoImports.com, Farm2Florist, and order referrals transmitted via BloomLink. You will also review fees and charges for monthly statements and place orders for hard goods and fresh floral products.

This position requires a strong commitment to customer satisfaction, the ability to make quick and accurate decisions, and advanced customer service skills to handle escalated inquiries and resolve complex issues. Customer interactions will occur by telephone, email, and online communication.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide a positive, empathetic, and professional customer experience on every interaction

• Answer incoming calls and place outbound calls to support customer needs

• Document all customer interactions accurately in Salesforce

• Resolve escalated customer issues with a focus on win/win outcomes

• Cross-train in other areas of the business and provide member support as needed

• Assist with special projects such as returns/replacements, welcome calls, and additional service requests

• Collaborate with peers and leadership through Microsoft Teams and team meetings

• Communicate clearly and professionally, avoiding jargon when speaking with customers

• Support team atmosphere by contributing to a positive and cooperative work environment

• Adhere to department standards for call management (Average Handle Time, AUX, ACW)

• Suggest improvements and provide feedback to enhance processes and customer experience

JOB QUALIFICATIONS

• High school diploma or equivalent (some college preferred)

• Minimum 2 years of contact center/customer service experience

• Proficiency with Microsoft Office, CRM systems, and other web-based software

• Ability to type 45+ words per minute

• Strong written and verbal communication skills

• Excellent interpersonal skills and a professional, positive attitude

• Ability to multi-task, prioritize, and manage time effectively

• Self-motivated with the ability to work independently in a remote environment

• Flexibility to work evenings, weekends, and holidays as required