Brand

Description

We are seeking an energetic and reliable professional to join our BloomNet/Napco Call Center Team. The successful candidate will be responsible for answering incoming customer calls, utilizing company policies to solve customer issues and directing calls and service requests to the appropriate department when necessary. Our Call Center Representatives are the first point of contact to assist customers and manage product purchases made on NapcoImports.com and wire orders transmitted via Bloomlink, review fees and charges for each monthly statement, and place orders for other hard goods and fresh floral product. We are interested in hiring individuals with a commitment to customer satisfaction and the ability to make quick and accurate decisions. Customer interactions include telephone, emails, and online communications. This position requires a high customer service skillset with capabilities of handling escalated inquiries and resolving complex issues.

Essential Duties and Responsibilities:

• Maintain a positive, empathetic, and professional attitude toward customers
• Document all customer interactions in Salesforce
• Place orders with florists for the Commitment to Coverage team as required
• Monitor Fulfillment Exception Queues as required
• Assist with special projects if needed; i.e. Returns/Replacements, Welcome Calls, Additional CRM Service Request as needed
• Placed outbound calls to customers as required
• Support the department's team atmosphere by interacting with fellow associates in a positive and supportive manner
• Possess details knowledge of customer needs
• Speak clearly, enunciate, and avoid using jargon when speaking to a customer
• Look for win/win resolutions that are in the best interest of both customer and company
• Suggest improvements, provide feedback, voice concerns, and participate during team meetings
• Suggest improvements, provide feedback, voice concerns, and participate during team meetings
• Adhere to call management guidelines for average handle time (AHT); AUX and ACW time

Requirements

• Proficiency with computer applications such as Microsoft, Customer Relation Management systems, and other web-based software.
• Ability to type 45 words per minute or higher
• 2 years of Contact Center Experience is required
• Excellent communication skills
• Ability to multi-task, prioritize, and manage time effectively
• High school degree or equivalent

About Us

About 1-800-FLOWERS.COM, Inc.

1-800-FLOWERS.COM, Inc. is a leading provider of gifts designed to help customers express, connect and celebrate. The Company's e-commerce business platform features an all-star family of brands, including: 1-800-Flowers.com ®, 1-800-Baskets.com ®, Cheryl's Cookies ®, Harry & David ®, PersonalizationMall.com ®, Shari's Berries ®, FruitBouquets.com ®, Moose Munch ®, The Popcorn Factory ®, Wolferman's Bakery ®, Vital Choice ®, Stock Yards ® and Simply Chocolate ®. Through the Celebrations Passport ® loyalty program, which provides members with free standard shipping and no service charge across our portfolio of brands, 1-800-FLOWERS.COM, Inc. strives to deepen relationships with customers. The Company also operates BloomNet ®, an international floral and gift industry service provider offering a broad range of products and services designed to help members grow their businesses profitably; Napco ℠ , a resource for floral gifts and seasonal décor; DesignPac Gifts, LLC, a manufacturer of gift baskets and towers; and Alice's Table ®, a lifestyle business offering fully digital live streaming floral, culinary and other experiences to guests across the country. 1-800-FLOWERS.COM, Inc. was recognized among the top 5 on the National Retail Federation's 2021 Hot 25 Retailers list, which ranks the nation's fastest-growing retail companies, and was named to the Fortune 1000 list in 2022. Shares in 1-800-FLOWERS.COM, Inc. are traded on the NASDAQ Global Select Market, ticker symbol: FLWS. For more information, visit 1800flowersinc.com or follow @1800FLOWERSInc on Twitter.