Customer Service Representative - Operations

Come join Ollie's 40+ years of retail success and earn a 20% discount on all your Ollie's purchases. A publicly traded company since 2015, we're over 500 stores strong in 31 states, and intensely focused on increasing our footprint. Join our team and start living the Ollie-tude ( Ollie's Core Values): o BE A TEAM PLAYER- Be supportive and work together. o BE CARING- How do I treat others with courtesy, dignity, and respect? o BE VALUE OBSESSED- Live the 'good stuff cheap' mindset. o BE COMMITTED- Operate with grit, passion, tenacity, and action. o BE GROWING- How do we get better every day? o BE REAL- Associates should be honest, transparent, genuine, trustworthy, and sincere. Competitive Benefits Medical, Dental, Vision, and RX coverage begins Day 2 of employment. 401K, Company match begins at Associate enrollment. FSA/HSA (Flexible & Health Savings Account), set aside pre-tax dollars to reduce your taxable income. Strong field sales career growth & talent development culture for top performers. 20% Associate discount on all Ollie's purchases & annual bonus program. Position Overview: The Customer Service Representative (CSR) is responsible for responding to all forms of customer inquiries in a quick and friendly manner. As the face of the company, the ideal candidate is a people person with above average communication skills and an aptitude for technology. They have a passion for problem-solving and a devote attention to detail. A successful CSR partners with other departments, as needed, in order to get the best resolution for the customer and the company. Primary Responsibilities: Respond to all customer concerns via the Customer Service platform, phone, mail, and social media within 48 (business) hours. Deescalate customer concerns. Analyze root causes of complaints. Follow all issues through to their conclusion. Consistently provide a positive and professional experience for customers. Update customer loyalty profiles as requested. Partner with field managers to facilitate addressing issues. Maintain working relationships with other departments to understand company processes. Communicate emerging concerns to your direct supervisor. Identify and communicate any trends to the field managers. Assist in training new Customer Service reps. Facilitate updates in the Customer Service training and reference guides. Support other Operational priorities, as needed. Qualifications: High School diploma required. Associate's or bachelor's degree a plus. 2+ years of Customer Service experience in sales/retail/food or related field. Active listening and effective communication skills. Ability to adapt to different types of personalities and empathize with others. Solid business writing skills, including an intermediate knowledge of spelling and grammar. Familiarity with Microsoft Office products such as Word, Excel, Outlook, etc. Good attention to detail, time management, and multi-tasking abilities. Work both independently and with a team. Ability to adapt to frequent or unexpected change. Bilingual is a plus. Physical Requirements: Physical ability to sit for extended periods and work at a computer. Ability to communicate effectively with all levels of the organization. Ability to work in a constant state of alertness and safe manner. Ollie's is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex, national origin, age, veteran's status, disability, or any other legally protected status. #C1SC

Created: 2024-10-19