Allstate Floral Inc. Customer Care Associate in Cerritos, California
ABOUT ALLSTATE FLORAL
At Allstate Floral, anything worth doing is worth doing with ?WOW?. Our philosophy is to WOW with product, service, and experience. At Allstate, not only do we have some of the best designs and quality products, but we differentiate ourselves based on the customer experience we provide when our customers interact with our Care team.
The Customer Care Associate (CCA) at Allstate Floral has a passion for taking care of customers. The Customer Care team processes a large volume of orders placed over email, fax, phone, and in person, researches and solves customer problems, processes returns, and works on custom/special orders. The CCA loves to work within a team to exceed customer expectations. This person is motivated by and able to thrive in a fast-paced, start-up, environment with little structure and requiring a lot of initiative.
The successful CCA ultimately develops a comprehensive understanding of the product and department policies, and is able to recognize issues that should be escalated to the manager/supervisor for resolution.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Research and resolve customer inquiries.
Interact with customers to provide information in response to inquiries, concerns, and requests about products and services, including following through to completion on product returns and claims. A reply with solution is expected for most customer requests within two business days to customers, sales reps and internal departments.
Work with sales representatives, accounting, and the shipping department to process customer requests and concerns. Confirm orders, obtain payment information, and documents.
Respond to customer questions efficiently and effectively through the use of active listening, personalization techniques and focusing on adding value.
Build formal and informal relationships with customers and internal team members to drive customer loyalty and retention. Manage assigned accounts and review their performance.
Provide supervisor/manager with timely updates on order processing, shipping, and back orders.
May be asked to back up the front desk receptionist for a limited time, including greeting visitors, triaging phone calls, and other administrative tasks.
Participate in tradeshows and showroom set-ups. Engage and work with customers face-to-face.
Operate as a team player. Work together to drive solutions for the long-term success of Allstate Floral and its customers.
Strong communication skills.
Extremely detail and task oriented.
Technical proficiency in MS Office, especially Excel and Outlook.
Strong sense of initiative, with a penchant towards solving problems.
A quick learner who is comfortable with change and learning new systems/processes.
A strong sense of team and a desire help build a dynamic, unique organization.
POSITION TYPE AND EXPECTED HOURS OF WORK
This is a full-time position in our Cerritos, California, headquarters. Business hours are Monday through Friday, 8:30 a.m. to 5:30 p.m. If requested to travel to trade shows, the expected days and hours of work will change accordingly.
Travel is primarily locally during the business day. Domestic travel is expected to our showrooms for trade shows and set-ups, 4 to 6 times a year, for multiples days at a time. Destinations include Dallas, TX, Atlanta, GA, High Point, NC, and/or Las Vegas, NV.
REQUIRED EDUCATION AND EXPERIENCE
High School Diploma
Minimum 1 year in an office customer service environment
Bilingual Spanish Required
PREFERRED EDUCATION AND EXPERIENCE
3+ years in an office customer service environment
Allstate Floral is an equal employment opportunity employer.