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Customer Service Representative

| West Suburbs

Job Description

Purpose of Position: Professionally assist our Member Florists with statement questions and order disputes.

Essential Duties and Responsibilities:

  • Respond to questions regarding the member's statement and florist order disputes via email and by phone as appropriate.
  • Professionally respond to incoming customer calls and emails.
  • Process requests using internal computer applications. Verify and validate all information provided by the member prior to submission.
  • Accurately document all calls in the HEAT application.
  • Consistently achieve key indicators and performance standards as defined by management.
  • Provide customers with quality service by following the defined company policies, processes and procedures.
  • Read and retain information from departmental memorandums, websites and training materials to effectively service customers.
  • Participate in ongoing on-the-job training. This may include one-on-one sessions with members of management and peer coaching.
  • Other duties as assigned.

 

Knowledge, Skills and Abilities: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general equivalency diploma; or equivalent combination of education and experience
  • Inbound call center experience desirable
  • Proficient in Microsoft Office and Internet navigation.
  • Clear problem solving skills and ability to make quick decisions
  • Excellent communication skills, both written and oral
  • Excellent grammar skills
  • Clear speaking voice
  • Good listening skills
  • Good typing/keyboarding skills
  • Ability to handle pressure professionally and to exhibit a calm disposition
  • Ability to show empathy and be persuasive
  • Ability to control the call
  • Good follow up skills
  • Ability to use computer and key board for extended periods of time
  • Ability to communicate verbally and in writing and to talk for extended periods of time on the phone
  • Must be flexible, receptive to change, and have the ability to adapt quickly to changing business requirements
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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! We also have an office in Downers Grove, IL.

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
Flexible Spending Account (FSA)
If you are eligible for benefits, you can enroll in an FSA regardless of whether or not you are enrolled in FTD’s medical plan.
Disability Insurance
FTD offers short and long term disability at no cost to you. The disability benefits will replace up to 67% of your weekly base income up to $2,500/week for STD and up to $10,000/month for LTD.
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, , 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.
Wellness Programs
We know how important wellness is to your overall success. The FTD Wellness program is here to help you identify and achieve your health and wellness goals.
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
Employee Stock Purchase Plan
The Employee Stock Purchase Plan (ESPP) provides employees with an opportunity to share in our growth and to purchase shares of our common stock without payment of brokerage costs, at a 15% discount.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Depending on the department and role, FTD offers some scheduling flexibility. We also offer summer hours so that our team members can enjoy extended weekends and fun in the sun with family and friends
Remote Work Program
Family Medical Leave
Care for yourself or a family member who is seriously ill, to care for a newborn or newly adopted child, or to attend to the affairs of a family member who is called to active duty in the military.
Vacation & Time Off Benefits
Generous PTO
FTD recognizes 9 paid holidays each calendar year and allows employees to take time off for vacation, personal responsibilities and sick time.
Paid Holidays
FTD recognizes 9 paid holidays each calendar year.
Paid Sick Days
Perks & Discounts
Casual Dress
FTD allows employees to wear casual workplace attire every day, not just Fridays!
Free Daily Meals
During FTD’s peak season such as Valentine’s Day, Mother’s Day, and Christmas FTD often provides lunch to thank employees for their hard work (along with the occasional just because lunch).
Pet Friendly
At some locations, employees can bring their dogs to work.
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Up to $2,500 after one year of employment
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