Consumer Experience Representative (Finance)

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 CUSTOMER EXPERIENCE REPS HAVE:

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