Customer Solutions Representative
Whether the cook is a future Emeril or a toddler helping to make chocolate chip cookies (licking the spoon, of course!), chances are Pampered Chef has a better, faster, and more delicious way of getting things done in the kitchen. We sell our superior-quality, innovative collection of prepping, cooking, and serving products through a network of more than 42,000 direct sales consultants throughout the US, Canada, and Germany. Millions of customers use our products every day. Each of our 450 HQ coworkers—from product designers and supply chain specialists to ecommerce developers—is committed to bringing the best to our customers. And we have fun doing it!
Established in 1980 by Doris Christopher, Pampered Chef was acquired by Berkshire Hathaway in 2002, a sure sign of our growth potential. In 2014, Tracy Britt Cool, a key member of Warren Buffett’s team, joined as our CEO to lead our transformation into a progressive, open door, cutting-edge workplace. We believe happy coworkers are the best coworkers and are committed to keeping creativity, innovative solutions and customer engagement top of mind. Pampered Chef is pushing the boundaries for our customers, consultants, and coworkers.
Seeking individuals to serve as the customer’s primary point of contact, owning customer issues from start to finish. Benefit from a more intimate contact center environment where you are a team of fifty, not five hundred. Where you don’t feel like a number but as a valued team member that likes to solve problems and takes the initiative to do the right thing for our customers and Consultants. If you enjoy solving puzzles (“where did they get the discontinued 10” skillet from and can we replace it?”) and celebrating our consultants on great wins (“fantastic party sales Debra!”) then this is right place for you.
- Actively listen and respond to phone calls, e-mails and chat from consultants and customers. Provides resolution for any issues. Use resources such as policy guides and tools to make smart decisions regarding legitimacy of complaints, makes recommendations regarding resolutions. Owns calls through to completion and has a goal of first contact resolution (FCR). Handles all issues by interfacing with multiple systems and various other applications. Responsible for achieving goals for Overall Performance Rating (OPR), and contribution to team goals/objectives as outlined by the management team.
- Places follow-up calls to Consultants needing further assistance. Documents all incidents in Oracle Service Cloud. Escalates to Tier 2 - Tech Support, Financial Service and Risk Management (FSRM), Consultant Career Solutions (CCS) - as necessary. Empowered to make decisions for appropriate resolution, referring to Team Supervisor for approval when necessary.
- Develops a comprehensive knowledge of Company policies, procedures, services, and product information enabling immediate and accurate responses to contacts. Remains current in Company and product knowledge and policies.
- Documents calls and inquiries regarding proprietary software packages, order resolution, and TPC Web site, etc. using Oracle Service Cloud. Must be able to notate brief, but complete notes in OSC to add in any future incident issues.
- Performs other miscellaneous duties as assigned.
KEY INGREDIENTS (Position Requirements):
- High School Diploma/GED required. Associate degree preferred, with some customer contact experience preferred.
- Minimum 2 years’ experience in a customer contact/service role.
- Flexible schedule availability to work evenings and weekends.
- Proficient on a PC and with various software programs including MS Outlook preferred.
- Strong web browser (i.e. Internet Explorer, Chrome) knowledge required.