Customer Relations Representative

| West Suburbs

Customer Relations Representative 

The Member Solutions group is a senior customer relations team responsible for maintaining strong relationships with our FTD Floral Members and solving escalated Member issues. FTD is looking for a passionate Customer Relations Representative to join our team and use their superior negotiation skills and senior customer service experience in a team-oriented, deadline driven environment. You should be self-motivated, self- starter who also enjoys contributing to key organizational goals! You will be able to showcase your strong customer relationship building and communication skills and demonstrate your problem-solving ability as you support the needs of our FTD Floral Members.

What You Will Do:

The Customer Relations Representative is a critical role within the Florist Division and will work closely with FTD Members, contacting and saving those who submitted termination requests. Additionally, you will work closely with Regional Vice Presidents, internal personnel & management to assist with various escalated Member issues and concerns, profitability and quality analysis and other general questions and concerns.

Key Accountabilities:

- Contact and save members who have submitted a termination request

- Review and resolve escalated member issues

- Assist Members with Path to Order concerns and policy & procedure questions

- Conduct and complete New Member Orientation calls

- Handle miscellaneous requests from other teams for member profitability and quality analysis

- Record notes of all calls, e-mails and other communications into FTD CRM systems

- Perform other duties to support company initiatives and goals ass assigned.

What You Will Contribute:

* A High School diploma/some college coursework; minimum of three years of customer service and/or sales experience

*Strong customer service knowledge and negotiation skills over the phone, with the ability to easily overcome objections

*Detail orientated

*Ability to multi-task and organize in a timely manner

*Strong communication skills (verbal, written and interpersonal) with the ability to talk with Senior FTD Management

*Excellent problem-solving skills with the ability to make good business decisions

*Professional and poised demeanor

*Proven ability to work well both independently and as part of a team

*Proficient pc skills: MS Office and ability to learn and understand systems quickly

*Bi-Lingual (English/Spanish) preferred

 What You Can Expect From Us:

*Support from strong leaders, including the direct manager, Regional Vice Presidents, and division executives

*Well established team who will help train, support and guide you in our evolving industry

*Excellent benefits and a total rewards program

*Growth Opportunities in a large company

LJR#1

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MemcachedDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases

Location

In the heart of the Loop!
1 N. Dearborn St., Chicago, IL 60602

What are FTD Companies Perks + Benefits

FTD Companies Benefits Overview

FTD is dedicated to you and your family. We work hard to provide a wide range of competitive and affordable health care benefits that reflect your changing needs. Our goal is to empower you with the resources and flexibility you need to live well, be well. The benefits you elect will start the first day of the month following date of hire.
Our benefits offerings include medical, prescription, dental and vision coverage, a company contribution to a Health Savings Account (HSA), Employee Stock Purchase Plan (ESPP), life, accident and disability insurance, paid time off, and tuition reimbursement. We are committed to providing fair compensation to all of our employees, including performance-based compensation incentives for many of our positions.
FTD Companies, Inc. is a premier floral and gifting company. We offer very generous employee discounts on our diversified portfolio of brands such as ProFlowers, ProPlants, Shari’s Berries, Sincerely, etc.

Health Insurance & Wellness Benefits
Dental Benefits
FTD offers two great dental plans through Aetna. A Dental HMO with co-pays where you choose your Primary Care Dentist and a Dental PPO which has benefits in and out of network.
Vision Benefits
FTD offers vision coverage through Eye Med which offers a broad network of nationwide providers to choose from to meet your vision needs. Retailers such as LensCrafters, Pearle Vision, Target, and JCP
Health Insurance Benefits
FTD offers three medical plans through Aetna to choose from including one EPO where you choose a Primary Care Physician and two PPO High Deductible Health Plans (HDHP)
Life Insurance
For employee coverage of 2x base salary up to $600,000. *Per IRS regulations, the cost FTD pays for coverage above a certain level is considered “imputed income,” and is included on your W-2.
Onsite Gym
Our One North Dearborn location offers an onsite state-of-the-art fitness center, cycle center and bike room.
Retirement & Stock Options Benefits
401(K) Matching
Discretionary match of 50% on the first 6% of your of pre-tax or post tax deferral. To maximize the employer match, you will need to contribute 6%. Vesting is at 25% each year
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Paid Volunteer Time
Perks & Discounts
Casual Dress
Fitness Subsidy
Professional Development Benefits
Tuition Reimbursement
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