Divisional Responsibilities: Florists Online is responsible for maintaining and designing member florist's websites and marketing services they subscribe to, as well as other duties that may be assigned.

Individual Responsibilities (including but not limited to):

• Interacts with florist members by phone to effectively troubleshoot issues for FOL websites and other FOL services appropriately until a resolution is reached
• Monitor rejected online orders/messages using company provided resources
• Monitor and professionally respond to incoming Mercury messages and emails from florists and internal customers alike

Knowledge and/or skills:

• At least a 2-year college degree preferred and/or 3 years' equivalent experience in a call center environment with a high level of customer service interaction
• Excellent problem-solving skills
• Strong communication skills both in written and verbal formats
• Outstanding time management skills
• Strong listening skills and the ability to control the call
• Strong documentation skills and previous call logging software experience preferred
• Team oriented, with a strong desire to mentor, coach, and motivate peers
• Flexible to work a standard shift within the support center's published hours (Mon -- Fri 8 am -- 6 pm)
• Ability to work company mandated holidays, which include but are not limited to Valentine's Day, Mother's Day, and Christmas
• Must be able to multi-task, manage conflict professionally, provide empathy, be receptive to change, and have the ability to adapt quickly to changing business requirements
• Accurately record and document all communications with our member florists
• Reads and retains information from department and company materials to effectively service our member florists
• Maintain all department and company mandated security policies
• Consistently achieve key indicators and performance standards as defined by management and monitor their progress towards continual improvement

• Completes all required training, which may include meetings, huddles, classroom training, online training, or one on one sessions with the training team, members of management, or peers
• Understanding of general retail business operations

Required Hardware/Software Skills (including but not limited to):

• Working knowledge of all current Windows operating systems
• Microsoft Outlook
• Adobe Photoshop
• Intermediate to advanced Web Technologies (HTML, CSS)