Consumer sales representative job description

• Process customer orders with 100% accuracy and verifies product sold is at the current price

• Manage EDI and B2B orders for timely processing of sales orders

• Process all required transactions within 3rd party portals

• Provide technical support on all products via phone, email, and live chat

• Handle correspondence and verbal communications in a positive manner on product complaints as related to warranty policies

• Escalate customer issues to the appropriate parties when necessary

• Other duties as assigned

Competencies: To perform the job successfully, the candidate must:

• Possess strong written and oral communication– Varies writing style to manage customer expectations

• Demonstrate initiative and problem-solving skills

• Have a Customer Focused approach to problem solving

• Be flexible to change and learn new processes quickly

• Have strong analytical skills and detail oriented

• Be resourceful and have a positive work ethic

• Must be able to collaborate and contribute in an in-office team environment

Education and/or Experience: College Degree; or minimum 1-2 years related experience. Prior experience working in Zendesk is a plus but not required.

Physical Demands: Ability to sit for long periods of time in front of a computer screen in an office environment. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is occasionally required to stand, walk, and pack out small parcel packages. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

WHAT WE DO MATTERS:

Here at The Knot Worldwide, we believe in doing work that matters. In 16 countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, Hitched, The Bash, The Bump, and more) inspire, inform, and celebrate our communities as they move through life's milestones. Our couples and business partners depend on us. They're all in. So are we.

ABOUT THE ROLE AND OUR TEAM:

Are you obsessed with amazing customer service? Are you goal-oriented, self-driven and thrilled by the pursuit of making sure details are all in place? If yes, read on! The Knot Worldwide is looking to add Customer Experience Reps to our growing department. You will partner with our team members that focus on Couple Support, Registry and/or Stationery both in local TKWW offices as well as remote locations, to help our customers have the best experience using our products across all of our Brand websites. Strong communication, attention to detail, and quick problem-solving skills are a must.

RESPONSIBILITIES:

* Accurately, efficiently and professionally answer all incoming phone calls, emails, live chats and/or social media inquiries
* Have an understanding of the significance of providing great customer service and adhere to high standards at all times
* Maintain a high productivity level, after training, to best serve our customers in a timely fashion
* Experience selling to existing customers and ability to identify upsell opportunities, pitch products and close sales, is a huge plus
* Communicate thoroughly with customers, tech teams and other team members
* Problem-solve technical questions and issues that customers may have and work cross-departmentally to resolve them
* Assist difficult customers or situations with a calm and professional demeanor
* Continually learn new products and stay up to date with product releases to more accurately assist clients that contact us
* Using the templates on our website as a starting point, edit the designs to the customer's specifications and work one-on-one with the customer over email to finalize the design
* After print approval, prep files for printing
* Position may require working hours to align with multiple time-zones, depending on business need.

SUCCESSFUL CANDIDATES HAVE:

* Ability to work in a fast-paced work environment
* Ability to multi-task and excellent time management skills
* Excellent verbal and written communication skills, including excellent grammar
* Accurately type and respond to a Customer on the phone at the same time
* Comfortable handling difficult clients or situations, keeping calm.
* Must be able to work independently
* Must have excellent computer skills (Word, Excel, PowerPoint, Gmail, Google Docs) and the ability to learn new systems quickly

IT'S A BONUS IF:

* You have prior customer service experience; preferably with an online retailer or in the e-commerce industry
* You have worked in a cross-functional call center style environment

#LI-EK1 #LI-REMOTE

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!

WHAT WE LOVE ABOUT YOU:

* You Dream Big. You iterate and experiment to drive innovation.
* You Love Our Users. You keep our global community at the center of everything you do.
* You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
* You Hustle Every Day. You favor urgency and own your outcomes.
* You Win Together. People are at the heart of our success and you play as a team.

WHAT YOU LOVE ABOUT US:

We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the "office". We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.

TKWW's approach to the future of work: At the onset of the coronavirus pandemic, TKWW pivoted all global employees to remote work while prioritizing physical and mental wellbeing. While the majority of our global offices are open and available at this time, all TKWW employees have the ability to work remotely full time through the length of 2022. Upon entering our "new normal", TKWW will pilot a hybrid work model where employees will have additional flexibility. (Note: employees who were hired into remote positions will continue to work fully remotely.)

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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

Our employees can choose what works for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow employees to perform at their best ensuring a healthy work-life balance.
*Please note that this role does require you to live within 90 miles of driving distance of one of the offices listed above.

We are currently seeking full-time, driven, and highly self-motivated Consumer Success Representatives. You will be the concierge helping a consumer through the early stages of the home buying or selling process. We're looking for team members with a strong work ethic, who thrive in an autonomous environment, and treat work like "their own business."
Customer service, sales, retail, or consumer-facing experience is preferred, but not required. Top candidates must possess strong communication skills, both written and verbal, as well as the ability to multitask in a fast-paced, high-energy, and competitive environment. Our commission structure is uncapped with a high variable meaning you get out what you put in. Our team is looking for candidates who are looking for a rewarding challenge. You will have the ability to interface and learn from team members in all departments of the company. This is an excellent opportunity to pursue your goals and assist in the growth of an innovative real estate-tech company! Are you up for it? Come join our team!

Areas of Ownership:

• Represent realtor.com in a professional manner. i.e. by phone, email and text message communication.
• Ability to work in a team atmosphere and independently.
• Ability to determine the needs of our clients through effective listening and questioning skills.
• Make 300+ outbound warm dials and cold dials daily to identify clients' needs and respond by providing superior service and resolution.
• Make successful connections between consumers and real estate professionals to move the business forward and break records.
• Scheduling flexibility is required as some shifts require late evening or weekend hours.
• Read and Speak English fluently, an additional language is a bonus but not essential (Spanish).

The Ideal Profile:

• You welcome a challenge and your competitive spirit drives you to win.
• You genuinely feel good and naturally go the extra mile to make sure customers leave with a smile.
• You are a confident communicator, skilled at speaking and building rapport with people of all backgrounds.
• You have the ability to overcome objections to generate a positive consumer experience while maintaining professionalism with a focus on empathy.
• You enjoy change and are always looking for ways to improve.
• You are self-motivated, ambitious, driven, and goal-oriented.
• You have excellent attendance, are always on time, and only miss work when pre-planned with your manager
• You find it easy to learn new skills and tasks.
• You thrive in an open transparent environment, where feedback and coaching are seen as gifts.
• You aren't afraid to ask for help and are quick to offer support when others need it.
• You come to win every day with a great attitude.
• You are organized, independent, resourceful, and diligent.
• You have the ability to collect and input data while fielding questions and speaking with consumers.
• You are tech-savvy with experience using Email, VOIP, Zoom, Google Hangouts, excel, etc.
• You have a sufficient internet connection to sustain 8-10 hours of internet use, i.e. dialing the phone, video conferencing, and online training.

What We Offer:

The Consumer Success Representative role pays $16 per hour base on a great commission plan. Average performers earn $50,000/year. We also offer robust benefits starting day one!

• After 91 days, you will receive a one-time bonus of $1,000 if you meet attendance requirements
• Working with a highly-motivated team with a proven track record of success that also has a lot of FUN!
• A competitive work environment with great culture, rewards, recognition, and fun events
• Medical, Vision, Dental, Disability, and Life Insurance plus Flexible and Dependent Care Spending Accounts
• Investment in growing your career and providing you the opportunity to have an immediate and massive impact on a growing company with a revolutionary business model

Working Conditions:

Hours may vary as we are open from 7 am through 11 pm. Weekends are also possible as we are operating seven days a week. Position requires prolonged standing or sitting and repetitive hand and wrist motion. Operates phones, computers, fax machines, copiers, and other office equipment.

About realtor.com

At realtor.com(r), we believe that everyone deserves a home of their own. We're a community of nearly 2,000 employees who work hard to ensure that from the moment someone starts dreaming about a new home, to the moment they walk in the door and beyond, we're there to lend a helping hand. Every month, over 85 million people trust us with their journey home by visiting our site and mobile apps, and we'd love to have you join our team to help.

We've got great offices in the U.S. and Canada with lots of sweet jobs to choose from, so we're hoping you'll join us on our journey to make buying, selling, renting, and living in homes easier and more rewarding for everyone.

Let's make a difference, together. For Real.

Diversity is important to us, therefore, realtor.com is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, realtor.com will provide reasonable accommodations for otherwise qualified disabled individuals.

#LI-MS1

Do the best work of your life at Realtor.com

Here, you'll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you'll find your way home too. People are our foundation--the core that drives us passionately forward. At Realtor.com, you'll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return we'll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.

Diversity is important to us, therefore, realtor.com is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, realtor.com will provide reasonable accommodations for otherwise qualified disabled individuals.