Job description

NOW HIRING Customer Care Representative to join our talented team members at our Corporate Offices* in *Apopka, Florida (Orlando Area)

Entertainment Retail Enterprises is a leading manufacturing and distribution company for some of the most iconic brands and retailers in the world including Disney, Ford, Legendary Whitetails, Amazon, M&M’s and Krispy Kreme. For over 20 years, we have provided a reliable, fast-moving and fun environment for our employees. We have recently expanded our distribution centers by 90,000 square feet and are recruiting additional talent to help us manage the growth in sales.

Entertainment Retail Enterprises offers competitive pay, generous benefits, and the opportunity to grow in your career. If you have a positive attitude and want to become part of our dedicated team, come join us!

Our hardworking customer care team take calls, place orders, diligently answer customer questions and offer supplemental information to customers on inbound calls.

About Us

ERE's extensive cross category expertise has allowed us to deliver turnkey licensed and private label programs for some of the world's best known, iconic brands and retailers.

We pride ourselves on our ability to fully integrate with our partners from concept to delivery across a breadth of distribution platforms.

We partner with brands and retailers to design, develop and manufacture fresh, and exciting products in cohesive assortments. Our specialty is developing customized products featuring on-trend graphics & design, delivered across multiple channels with diverse fulfillment criteria.

Purpose

The Customer Care Representative provides excellent experiences by engaging customers with courtesy, timeliness, and dependability. This team member primary engages customers through inbound order and customer service calls. Other opportunities such as email and chat correspondence, order issue resolution and escalated issues are also available dependent on progress and need. Exceptional candidates for this position are detail-oriented with excellent customer focus, have strong verbal and written communication, and are able to adapt quickly to changing business needs.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities:

• Take orders, diligently answer questions, anticipate follow-up inquiries and offer supplemental information to customers on inbound calls
• Efficiently and accurately respond to customer inquiries via email and chat with excellent grammar
• Handle escalated customer issues including investigation, resolution, and follow-up; includes making outbound calls to thoroughly provide service and closure
• Open and process customer mail orders and management of payments received
• Appropriately manage customer orders that are held or have errors
• Understand and correctly utilize resources provided by internal systems, departments, policies, and procedures
• Positively contribute to continuous improvement through suggestions and adapting to change
• Proactively identify and communicate customer issue trends

Knowledge, Skills, and Abilities

• High school diploma or equivalent; pursuit or completion of Associate degree preferred
• At least one (1) year of customer service experience; demonstrated ability to empathize with customers
• Organized with a strong attention to detail
• Established ability to work independently and handle multiple projects in a fast paced environment
• Working knowledge of order management system and Microsoft Office Outlook preferred.
• Outstanding communication skills, both verbal and written
• Ability to positively collaborate with coworkers and add value as part of a team

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to handle or touch objects, tools, or controls; and talk or hear. The employee is occasionally required to stand, walk, and reach above shoulders. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee must occasionally lift and/or move up to 25 pounds.

The above statements reflect the general details necessary to describe the principal functions of the occupation described and should not be construed as a detailed description of all the work requirements that may be inherent in the position.'
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Job Duties:

• Answer incoming customer inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Communication method(s) used:

• Email
• Phone

Work Location:

• One location

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous
• People-oriented -- enjoys interacting with people and working on group projects
• Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
• Detail-oriented -- would rather focus on the details of work than the bigger picture

Job Types: Temporary, Full-time

Pay: From $19.00 per hour

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Night shift
• Overtime
• Weekend availability

Ability to commute/relocate:

• Apopka, FL 32703: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: One location

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