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Sr. Specialist, Customer Care

Company: Total Wine & More
Location: Bethesda
Posted on: May 2, 2021

Job Description:

DescriptionSr. Specialist, Customer CareTotal Wine & MoreBethesda, MDAbout the RoleWe're looking for a Sr. Specialist, Customer Care who is passionate about delivering exceptional customer experience to join our Customer Care Center team! You will work with our guests and store teams by phone, email, live chat, and social media to provide first contact resolution.If you have a sense of empathy when engaging with people along with the ability to manage multiple, concurrent issues while working collaboratively with other departments, this would be a great role for you. Internally, this role is called Sr. Specialist, Customer Care and reports to the Sr. Manager, Customer Care.You willWork with customers to resolve issues on the first interaction and follow-up with those requiring additional information Partner with other teams to gather information for customers and projectsWork with customers to identify products and quantities to make their events a memorable experienceBuild relationships with customers by providing a positive and informative experienceUse internal tools and systems to manage a productive work flowPartner with customers through their preferred method i.e. phone, email, chat, or social mediaBuild lasting relationships with store teams by supporting them through phone and email for web orders and guest relationsDocument all communications with customers to promote a consistent experience across all touch pointsYou will come with2+ years in retail or guest services/restaurants/hotelsCustomer Call Center experience is a plusExperience developing solutions and solving problemsTechnologically proficient and customer-focusedMust be punctual with attendance and shift startCertificate of training in a customer service program or prior customer service experience desiredAdditional Requirements (with or without accommodations)This is a full-time position (45 hours per week) and may require evenings (until 10 PM EST) and weekend workOpportunity to work overtime as neededFlexible scheduleNeeds to be able to perform all job responsibilities from home with future ability to transition into an office environment when neededWe offerPaid Time Off (PTO)Generous store discountsHealth care plans (medical, prescription, dental, vision)401(k), HSA, FSA, Pre-tax commuter benefitsDisability & life insurance coveragePaid parental leaveCollege tuition assistanceCareer development & product trainingConsumer classes& More!Grow with usTotal Wine & More is the country's largest independent retailer of fine wine, beer and spirits, and we continue to grow our footprint year over year. Total Wine offers exciting and unique career opportunities across the country and in our corporate office. Our strength is our people. We have a commitment to training and career growth, all in an environment that values new ideas and teamwork. If you share our entrepreneurial spirit and a passion for providing best-in-class customer experience, take a moment to apply or learn more at!Total Wine & More considers several factors when establishing compensation. Estimated salaries determined by third parties have not been validated by Total Wine & More.Total Wine & More is an equal opportunity employer and all qualified applicants will receive consideration for employment without discrimination based on race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Total Wine & More makes reasonable accommodations during all aspects of the employment process, including during the interview process. Total Wine & More is a Drug Free Workplace.The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.

Keywords: Total Wine & More, Bethesda , Sr. Specialist, Customer Care, Other , Bethesda, Maryland

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