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Job Description: The role of Customer Care Center Associate involves the precise management of customer orders, inquiries, and concerns across multiple communication channels, including phone, mail, fax, email, and chat. This position is responsible for addressing customer inquiries, resolving complaints, and providing effective solutions, all while ensuring a high standard of customer service.\n

Major areas of Accountability:\n\n Processing orders via phone, mail, fax, email, or chat.\nOverseeing the processing of orders received via telephone, email, postal mail, and facsimile, in addition to maintaining and updating customer account and order records as required.\nAnswering telephone calls in a professional and courteous manner, maintaining call control, and ensuring focus while multitasking to effectively process orders or requests. Efficiency and effectiveness are essential for managing incoming call volumes.\nCreating new customer accounts, updating existing account information, and managing specialized accounts.\nEngaging with customers on technical inquiries using available online resources; escalating complex queries to the product support department or Product Manager as required.\n The Customer Care Center Associate must demonstrate proficiency, as well as a willingness and ability to perform all of the following duties:\nDemonstrating critical thinking skills to resolve customer inquiries with an emphasis on achieving One Call Resolution and making prompt decisions.\nAddressing customer service complaints and inquiries via telephone or email by providing solutions that align with company policies and objectives, while clearly and professionally articulating the resolutions with proper grammar and punctuation.\nManage orders that contain backorders, discontinued merchandise, and declined payment transactions and correspond with the customer correctly.\nMaintaining organization to achieve overall departmental objectives.\nExhibiting confidence in personal capabilities and belief in the company's offerings.\nPossessing a pleasant telephone demeanor and demonstrating strong customer empathy, while displaying poise, articulation, self-assurance, and approachability.\nAcquiring knowledge and assistance with supplementary responsibilities, including providing support at the Front Desk, managing order holds, processing gift card activation.\nRegular attendance is a fundamental requirement for this position, and all employees are expected to be present during their scheduled shifts\n\n

Requirements of Position:\n\nExcellent customer service skills. 1 Year Customer Care Center experience desired. \nExcellent key-boarding skills\nGood communication skills \nWoodworking knowledge a plus.\nAbility to remain calm and courteous with customers and others in times of stress.\nAbility to keep call focused while promoting specials and add-on products.\nAble to successfully multi-task\nCritical thinking skills\nHigh school diploma or equivalent.\nMust be available for scheduled onboarding and training at our offices in Medina, MN until proficient in all aspects of the position.\nFull-time shift hours: Monday through Friday 9:30 am - 6:00 pm and every third Saturday 8 am - 12 pm.\nMust be a Minnesota resident, in-house position.\n\n

Compensation and Benefits:\n\nStarting at $19.00 per hour.\n401K Retirement Account with company match.\nEmployee discount.\nCompetitive benefit package including medical, dental, vision, life insurance, PTO, paid holidays, float days, and various voluntary benefits if eligible.\n\n

Rockler Companies is an Equal Opportunity Employer Committed to Inclusion and Diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran