Customer Care Specialist

ABOUT TRIBUTE TECHNOLOGY:
At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities around the world celebrate life and pay tribute to those we love. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users, whether that is a family, a funeral home, or an online publisher. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, Ukraine, and India.

POSITION
SUMMARY:
Are you looking for a new and rewarding role within customer services? Are you driven? Self-motivated? A good listener? Comfortable speaking to a variety of people? Enjoy interacting with others in an empathy driven industry?

The E-commerce team is looking for enthusiastic candidates who are willing to act as the frontline contact by supporting our various vendor base [i.e., florists, funeral homes] and direct consumers. Support will come in a variety of ways from interacting with people via phone, email, internal ticketing, live chat, and even social media.

This position also interacts with several internal business units in Canada and the US who support our B2B relations and other strategic vendors.

This is a great opportunity to develop within a diverse, rapidly growing company while working together towards a greater purpose. Given the nature of our business, empathy, patience, kindness, and a sense of urgency are essential traits for success.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Strong oral and written communication skills in English
• Ability to work in fast-paced environment with demonstrated ability to manage multiple competing priorities
• Effective time management to include establishing priorities and meeting deadlines
• Excellent organizational skills and attention to detail
• Ability to communicate effectively including a capacity for listening and absorbing different points of view
• Ability to handle sensitive and confidential information
• Processing e-commerce orders which include (but, not limited to) order routing, price adjustments and delivery confirmation
• Addressing both B2B (business to business) and DTC (direct to consumer) inquiries and requests
• Willing to work rotational am/pm shifts along with holidays; 40 hours/week
• Be ready to start each shift promptly to ensure no lapse in customer support
• Provide clear, timely, accurate and professional customer support
• Be helpful and supportive to all other Customer Care Team members
• Coordinate with other internal business units in a timely fashion to support any vendor needs for their B2B customers
• Commit to your own personal development and demonstrate an eagerness to learn
• Communicate complex customer/vendor issues through ticketing processes and escalations to leadership
• Other duties as assigned

EDUCATION AND EXPERIENCE:

• Must have 2 - 3 years of experience in customer service support in an online, B2B or DTC environment
• Minimum of Associate degree or equivalent work experience (BPO)
• Intermediate to advanced computer skills
• Excellent knowledge of Microsoft Office products
• Knowledge of various CRM software systems such as Salesforce/Service Cloud is a plus
• Prior work experience in the floral industry is a plus

WORK ENVIRONMENT/ PHYSICAL DEMANDS:
Work is performed in our corporate office environment and subject to local government compliance rules and regulations. Employees are required to routinely perform the following while carrying out the essential functions of this job:

• Use standard office equipment (computer, phone, headsets, printer/photocopier, etc.)
• Sit for long periods of time
• Lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position