Customer Service Agent

SUMMARY As a Tandy Leather Customer Service Representative, you will be responsible for responding to customer questions, comments, and complaints regarding our in-store and online shopping experience, our products, and our services. We are seeking an individual that is genuinely excited to help our customers, is patient and empathetic, and is firm when needed. This individual should strive to provide a high standard of service while maintaining a good balance of advocating for both the customer and the brand. The ultimate goal is to provide a positive customer experience and enhance our relationship with customers wherever possible JOB TITLE Customer Service Representative REPORTS TO Sr. Customer Service Manager LOCATION Remote MAIN RESPONSIBILITIES Respond to inbound customer calls, email, & chat communications answering a range of product and service questions and resolving issues. Provide accurate, valid, and complete information by remaining up to date on product and service offerings, and following communication procedures, guidelines, and policies. Collaborate with other departments, such as Order Fulfillment, Accounting, Marketing, and Product Management to resolve customer inquiries. Manage customer inquiries through the customer service ticketing system. Efficiently respond to and resolve tickets within established response and resolution time frames established for the department. Ensure satisfactory resolution through customer follow-up. Properly tag and notate ticket reasons within the customer service ticketing system to ensure accurate reporting against customer service trends. Set up new customer accounts within the point of sale as needed. Maintain the accuracy of customer accounts by identifying opportunities to verify and update information. Assist customers by placing orders over the phone. Identify opportunities to make additional product suggestions to increase transaction value. Ensure order accuracy. Maintain a high service level standard. Create positive customer experiences wherever possible. ESSENTIAL QUALIFICATIONS Customer service or retail store sales experience: Minimum 2 years This position is remote. Must have a dedicated quiet workspace with hard-wired, high-speed web access High School Degree or GED Leathercrafting knowledge is a plus Computer proficiency working in Microsoft Office Word and Excel Familiarity with CRM or Point of Sale systems and practices Ability to work 37.50 hours per week with a flexible shift schedule Must be self-motivated and can work with minimal supervision Excellent communication skills, including both verbal and written Strong listening, probing, and problem-solving skills. Ability to deescalate customer complaints in a professional manner Must be able to multitask and have strong organizational skills Able to adjust to changes quickly Organization skills are a must Able to work well in a team environment EQUAL EMPLOYMENT OPPORTUNITY At Tandy, our diversity is our strength, and we are committed to creating a safe and inclusive workplace for all employees regardless of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Tandy is proud to be an equal-opportunity employer. ABOUT TANDY Tandy Leather Factory, Inc., ( ), headquartered in Fort Worth, Texas, and in business since 1919, is a specialty retailer of a broad product line including leather, leatherworking tools, buckles and adornments, leather dyes and finishes, saddle and tack hardware, and do-it-yourself kits. Tandy Leather distributes its products through its 100+ North American stores located in 40 US states, 6 Canadian provinces, and Spain.