COMMUNICATIONS SPECIALIST

FLSA Status: Nonexempt

Hours of Work: 20-40 hours per week

Reports to:  Store Manager

Date Revised: 6/9/21

Summary: Manage customer queries and complaints. You may also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.

Essential Duties and Responsibilities:

  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.

  • Responding promptly to customer inquiries.

  • Communicating with customers through various channels.

  • Acknowledging and resolving customer complaints.

  • Knowing our products inside and out so that you can answer questions.

  • Processing orders, forms, applications, and requests.

  • Keeping records of customer interactions, transactions, comments, and complaints.

  • Communicating and coordinating with colleagues as necessary.

  • Providing feedback on the efficiency of the customer service process.

  • Ensure customer satisfaction and provide professional customer support.

Knowledge/Skills/Qualifications:

  • High school diploma, general education degree, or equivalent.

  • Ability to stay calm when customers are stressed or upset.

  • Comfortable using computers.

  • Experience working with customer support preferred.

Physical Demands/Work Environment: 

  • This position operates in a variety of environments from a professional office environment to the sales floor and warehouse.  As such a variety of functions such as lifting, bending, stooping, crouching and sitting are required.

  • Full upper body range of motion.

  • Will work in a climate controlled environment with little exposure to variations in temperature.

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.