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Customer Care Rep

Job Description

We are seeking a Full-Time Customer Care Rep to join our team at Walts TV. The ideal candidate will have a passion for delivering exceptional customer care and fostering positive experiences at every interaction. You will be responsible for effectively communicating with customers through a variety of channels, including but not limited to inbound and outbound phone calls, voicemail, email, chat, eCommerce platforms, and more.

Company Overview

Hendley Communications Inc., doing business as Walts TV, has proudly served Arizona since 1957. For over six decades, Walts has been a trusted provider of top-quality consumer electronics and appliances, delivering exceptional products and installation services to thousands of Arizona families. Many of our customers have been loyal to Walts for generations, thanks to our unwavering commitment to customer satisfaction. Our store in Tempe allows us to provide personalized service to local customers, while our growing e-commerce presence enables us to expand our reach and bring the Walts experience to homes across the nation. At Walts TV, we are guided by our core values: well-balance, accountability, leadership, teamwork, success, trust, and versatility. These principles shape everything we do, from the products we offer to the way we serve our community and customers. Foundation Statement: We aim to provide quality products to every household by developing employees with intention and responsibility who are focused on versatility, teamwork and success.

Responsibilities:

eCommerce and Order Management:

  • Monitor, process, and import customer orders and communications from various platforms into Walt's unified system.
  • Accurately process and update orders within the company’s Point of Sale system.

Customer Communication:

  • Provide clear, concise explanations of shipping policies and promptly address customer inquiries.
  • Proactively communicate with customers regarding potential shipping delays, ensuring transparency and setting expectations.

Collaboration with Departments:

  • Support the shipping department by resolving customer or carrier-related issues and escalating concerns that may impact the customer experience.
  • Partner with the sales team to address customer inquiries related to product purchases, warranties, and other concerns.
  • Coordinate with carriers to schedule deliveries and manage return pickups.

Returns and Customer Satisfaction:

  • Efficiently handle customer return requests, ensuring a smooth process and maintaining a positive customer experience.
  • Always uphold a professional demeanor while responding to customer needs and concerns.

General Administrative Duties:

  • Adhere to company policies and procedures, ensuring compliance in all tasks.
  • Accurately enter and verify data for processing and reporting purposes.
  • Collaborate with internal teams to manage inventory, coordinate schedules, and streamline workflows.- Contribute to maintaining a clean and organized work environment.

Qualifications:

  • Required: High school diploma or equivalent.
  • Preferred: At least one year of customer service experience.

Desired Skills:

  • Customer Service Excellence: Ability to communicate effectively, resolve issues, and provide solutions in a courteous manner.
  • Multitasking & Time Management: Capable of managing multiple tasks and prioritizing effectively.
  • Technical Skills: Proficiency in computer use, typing, and working across multiple monitors.
  • Problem-Solving & De-escalation: Ability to handle pressure, de-escalate difficult situations, and maintain composure.
  • Attention to Detail & Organization: Ensure accuracy in data entry, task completion, and communication with customers and colleagues.
  • Excellent Communication: Strong verbal and written communication skills to ensure clarity and customer satisfaction.
  • Dependability: Reliability and punctuality are essential.

Benefits:

  • Comprehensive benefits package, including health, dental, and vision insurance
  • Paid Time Off
  • Paid Holidays
  • 401(k) plan with company match
  • Opportunities for career growth and advancement
  • A dynamic and collaborative work environment

Equal Opportunity Employer:

Walts TV is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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