World's Largest Online Cigar Store. JR Cigar is one of the largest retailers of cigars in North America. The site, JRCigars.com attracts over 100,000 unique users each month.
Overview:
Under the direction of the Call Center Manager, Remote Customer Service Representatives/Call will work in a
high-volume call center environment responding to and resolving in-bound and routine calls from customers
regarding products, services, order status and other general questions. These are second shift openings. Must be available to work 1-9 or 4-midnight, depending on business need. He/she delivers service and support to the
highest standards and is always ready with answers and information. When necessary, he/she escalates issues to
the right people and departments, assisting customers quickly and accurately.
Responsibilities:
• Places orders for customers and ensuring they have the best shopping experience possible
• Communicates new website features to customers (JR Plus, Cigar of the Month Club, Shop JR app.
Loyalty program, Bonus Buys available, etc.)
• Up sell product to customers (Example – Bonus Buy, Subscription, and other products and services)
• Participate in weekly training
• Participate in ongoing sales and customer service coaching’s
• Provide best-in-class customer service
• Answer e-mails tickets that come in through salesforce as assigned
• Provide online chat (LiveChat) customer service as needed
• Flag items suspected of Fraud and forward to Leads/Supervisors
• Handle escalated calls when necessary
• Notify team leads and/or helpdesk of any system related issues being communicated by customers
• Other duties and responsibilities as assigned
Qualifications:
• EDUCATION/CERTIFICATION: High school graduate or equivalent.
• REQUIRED KNOWLEDGE: General knowledge of Company policies and procedures.
• Basic understanding of Company products and services.
• EXPERIENCE REQUIRED: At least 1 year of experience in customer service/call center environment.
• SKILLS/ABILITIES: Excellent communication.
o Excellent communication
o Ability to work well under pressure
o Ability to use a personal computer and related software applications including Microsoft
o Sales force and AS400, data entry
o Customer Service
o Attention to Detail
o Professionalism
o Multi-tasking
Work Environment Conditions:
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job.
• Required to regularly talk and hear
• Required to frequently sit, stand, and walk
• Use hands to finger, handle or feet
Posted Salary Range:
USD $15.00 - USD $16.00 /Hr.