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.