Senior FCR Specialist - HiTouch

• Interacting with customers in response to electronic inquiries stemming from eMarketplace platforms (Amazon, eBay, Walmart, etc)
• Complete returns, research, website assistance and problem resolution in a single contact
• Act as liaisons between multiple departments to obtain accurate and complete problem resolution on the first contact
• Answering customer inquiries to address their needs, complaints, or other issues
• Focus on first contact resolution by responding efficiently and accurately
• Utilizing software, databases, scripts, and tools appropriately
• Understanding and striving to meet or exceed customer service metrics
• Making sales or recommendations for products or services
• Taking part in training and other learning opportunities
• Adhering to all company policies and procedures

• High School Diploma or equivalent required
• 1+ years in a customer service environment required
• Holiday rotation is required
• Able to work efficiently under pressure
• Able to work well with others
• Able to meet deadlines
• Stress management skills
• A quick-thinking ability
• Problem-solving skills
• Competency in MS Excel, MS Outlook, internet, and strong typing skills
• Stellar written communication skills
• Strong problem solving & critical thinking skills
• Capability to manage, organize, and complete tasks that require follow-up
• Ability to multi-task and thrive in a lively environment

Weekends/2nd shift hours could be required

• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
• Online and Retail Discounts
• Company Match 401(k)
• Physical and Mental Health Wellness programs