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Customer Care- Telephone Response Team

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Job Details
Job Order Number
8608065
Company Name
Optics Planet / Ecentria
Physical Address
2345 Waukegan Rd.
Bannockburn, IL 60015
Job Description

Job Description
The Customer Care Specialist in the Telephone Response Team role is responsible for providing a great customer experience, optimizing sales and profit margins by assisting customers in navigating our website, overcoming procedural impediments, and in general, making it as easy as possible to do business with us over the phone.

We are a growing and evolving company managing multiple ecommerce websites across various industries as well as many proprietary brands. There’s never a dull moment when you are developing strategies and implementing them across some of the largest ecommerce destinations in America, including OpticsPlanet.com, CampSaver.com, Dvor.com and more! We carry over 4,500 brands across 2000+ different product categories.

Duties & Responsibilities
Answering incoming telephone inquiries from prospective and existing customers.
Initiating and closing sales, and converting on-hold orders to active sales.
Checking order status for customers.
Answering product questions.
Making product recommendations.
Informing customers of current promotions or special sales.
Making discount decisions within corporate guidelines.
Answering questions about the company and its policies.
Distributing incoming emails to appropriate departments i.e., Purchasing, Marketing, Technical, etc.
Other ad hoc duties as assigned.
Qualifications, Skills & Requirements
High School Diploma or equivalent.
Must type at least 40 words per minute with 95% accuracy or better.
Excellent Customer Service skills.
Experience with MS Office applications (such as Word, Excel), email programs, and Internet browsers.
Minimum of 1-year combined experience in retail, technical sales, mail order, internet sales, or customer service.
Excellent written communication skills including spelling, grammar, and vocabulary.
Knowledge of etiquette governing email and live chat communication.
Patience, empathy, and friendliness with customers.
Willingness to see customer issues through to resolution.
Knowledge of principles and methods for showing, promoting, and selling technical products and services is a plus.

Ecentria is the winner of many prestigious HR-driven awards, including:

Best & Brightest Place to Work in Chicago, 2021
Best & Brightest Place to Work in Chicago, 2020
Best & Brightest Place to Work in Chicago, 2019
Top Workplace in Chicago (Chicago Tribune Award), 2019
Top Workplace in Chicago, (Chicago Tribune Award), 2018
Best & Brightest Place to Work in the Nation, 2018

Location – Bannockburn, IL

Ecentria Group, LLC and its subsidiaries (“The Company) are Equal Opportunity Employers. The Company does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.


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