Welcome to Birkenstock USA: Where Passion Meets Quality
Birkenstock USA is a renowned company that embodies the spirit of quality, comfort, and uniqueness. Our products are not just footwear, but a reflection of our values: accountability, responsiveness, excellence, teamwork, respect, integrity, and a cheerful outlook. As a Digital Customer Service Associate, you will be the face of our brand, delivering happiness and satisfaction to our customers. We are seeking talented individuals who share our passion for providing exceptional customer experiences and are eager to join our dynamic team.
Job Overview: Digital Customer Service Associate (Part-Time)
In this part-time role, you will be responsible for managing a high volume of inbound contacts, including calls, emails, and chats, to provide "Best in Class" customer service. As a key member of our multi-channel contact center, you will utilize excellent communication skills, phone techniques, and product knowledge to ensure a seamless customer experience. Your primary goal will be to resolve customer inquiries efficiently and effectively, contributing to our department's Service Level Agreement (SLA) goals.
Key Responsibilities:
- Provide outstanding service to customers, addressing questions related to website use, availability, programs, promotions, returns, shipping policies, and general product information
- Work efficiently to meet individual SLA goals for phone, email, and chat requirements, ensuring a first-stop resolution experience for customers
- Accurately document every customer contact, using effective questioning techniques to understand and resolve issues
- Offer alternative product choices and options when needed, promoting our brand and products with confidence and enthusiasm
- Maintain a high level of productivity, working independently and as part of a team, with minimal supervision
Requirements and Qualifications:
To succeed in this role, you should possess:
- Some college, technical school, or related call center/customer support experience
- Experience in a high-volume multi-channel call center/customer support environment
- Excellent phone and customer service skills, with the ability to remain calm and professional in stressful situations
- Proficient writing skills, with knowledge of Database Software, Internet Software, MS Excel, Word, and Outlook
- Ability to use effective questioning techniques, multi-task, plan, and prioritize workloads, with a collaborative and "can-do" attitude
- Spanish, French, Portuguese, or German language skills are a plus, as well as experience with Gladly CRM and IBM OMS
Essential Skills and Competencies:
- Strong communication and interpersonal skills, with the ability to work effectively in a team environment
- Excellent problem-solving and analytical skills, with the ability to make practical and sound decisions independently
- Ability to work in a fast-paced, dynamic environment, with a flexible schedule, including holidays, overtime, and Saturdays, when needed
- Proficient and able to adapt to new systems, tools, and technologies, with a willingness to learn and grow
Career Growth Opportunities and Learning Benefits:
At Birkenstock USA, we are committed to the growth and development of our employees. As a Digital Customer Service Associate, you will have access to:
- Comprehensive training programs, designed to enhance your skills and knowledge
- Ongoing coaching and feedback, to support your career advancement
- Opportunities for professional growth, with potential for advancement to full-time or leadership roles
- A collaborative and dynamic work environment, with a team of experienced professionals
Work Environment and Company Culture:
Our company culture is built on the values of accountability, responsiveness, excellence, teamwork, respect, integrity, and a cheerful outlook. We believe in creating a work environment that is:
- Supportive and inclusive, with a focus on employee well-being and satisfaction
- Dynamic and fast-paced, with opportunities for growth and development
- Collaborative and team-oriented, with a emphasis on open communication and feedback
Compensation, Perks, and Benefits:
We offer a competitive hourly rate of $25, as well as a range of benefits, including:
- 3 pairs of free shoes every year, and a generous discount for friends and family
- Holiday pay, generous PTO, and a 401(k) program with a 5% company contribution
- Opportunities for professional growth and development, with a focus on employee advancement
Conclusion:
If you are a motivated and customer-focused individual, with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Digital Customer Service Associate, you will be an integral part of our team, contributing to the success of our company and the satisfaction of our customers. Don't miss out on this chance to join our dynamic team and take your career to the next level. Apply now and become a part of the Birkenstock USA family!
How to Apply: Please send a cover letter, resume, and weekly availability to: [email protected]. The subject line should list "Digital CS Associate - PT". We look forward to hearing from you!
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