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Customer Service Representative

Company: Kelly Services
Location: Modesto
Posted on: January 16, 2020

Job Description:

Please note - this position is being recruited by a remote Kelly office, not your local branch office. Please DO NOT contact your local Modesto or Stockton Kelly Services branch. If you meet the qualifications and feel like you'd be a great fit, please apply here ONLINE. A Recruiter will contact you if being considered. JOB DUTIES/RESPONSIBILITIES SUMMARY Under general supervision, functions as the point-of-contact for the consumers of our numerous products and brands. Receives phone calls, email, correspondence, chat and social media messages from consumers ranging from general product questions to quality assurance issues and responds to them in a professional and timely manner. ESSENTIAL FUNCTIONS - Receives and processes communications from consumers; replies to communications in an efficient and timely manner as determined by company policy and department performance standards. - Talks with callers over the telephone and types or writes simultaneously. - Makes decisions and acts quickly to resolve consumer issues ensuring a high degree of consumer satisfaction and continued product purchases. - Effectively utilizes Gallo systems to address where to buy (availability) questions and identifies alternatives for consumers to purchase. - Supports the development of consumer satisfaction and loyalty by quickly answering question and addressing issues of the consumer. - Performs data entry of event card submissions. - Engages in consumer contact through various consumer communication platforms (e.g. social media, weblogs, chat and text within prescribed department guidelines etc.). - Executes an automated system to print, collate, mail consumer correspondence. - Works with the onsite rebate staff and third party resources to expedite processing of consumer submissions for rebates, money back offers, coupons and promotional items. - Participates in job related events and frequent training to maintain a high level of product and corporate knowledge regarding consumer issues, our products, corporate and community programs, tasting room activities, public relations events; stays current on leading industry issues that affect consumers (nutrition, ingredients labeling, advertising requirements etc.). - Continually works to develop and maintain product knowledge to effectively communicate with consumers and portray brand and product attributes and positioning as defined by marketing. - Maintains legal compliance in all consumer communications. - Works with Risk Management to investigate consumer damage claims; maintaining chain of custody, initiating investigations and creating documentation to support actions taken to remediate claims. - Participates in the recruiting and qualifying of consumers for panel testing; supports the execution of consumer panel test. - Maintains satisfactory attendance, to include timeliness. - Responsible for understanding and complying with applicable quality, environmental and safety regulatory considerations. - This job description reflects management-s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Gallo does not sponsor for employment based visas for this position now or in the future - Skilled in reading and interpreting a variety of information furnished in written, oral, diagram or schedule form. - Experience communicating detailed product and company information to consumers, customers, or employees in written and verbal formats. - Possess excellent written and verbal communication skills including spelling, grammar, and punctuation. - Skilled in the use of MS Outlook, Word, Excel, and PowerPoint. - Skilled in applying concepts such as fractions, percentages, ratios and proportions to practical situations. - Skilled in reading and interpreting documents such as safety rules, operating and maintenance instructions and procedure manuals. - Experience visually inspecting products to identify discoloration in wine products, packaging and glass. - Skilled in effectively presenting information and responding to questions from groups of managers, clients, customers and the general public. 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 frequently required to talk or hear. The employee is frequently required to sit for long periods of time and use hands to finger, handle or feel. The employee is occasionally required to stand, walk, taste, smell, and wear a telephone headset and continually type while using a keyboard. Specific vision abilities required by this job include close vision, distance vision and color vision. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Duration 3 months (depending on assignment) MINIMUM QUALIFICATIONS - High school diploma or GED from an accredited institution. - Associates degree plus 1 year of call center, business to consumer customer service, business to business customer service, direct to consumer marketing, or retail sales experience -OR- currently enrolled in a college or university possessing a minimum Junior academic standing plus 1 year of call center, business to consumer customer service, business to business customer service, direct to consumer marketing, or retail sales experience -OR- 3 years of call center, business to consumer customer service, business to business customer service, direct to consumer marketing, or retail sales experience reflecting increasing levels of responsibility. - Required to be available to work hours between 8 am and 6 pm Monday through Saturday. - Required to travel up to 5% of the time to wineries, vineyards and other locations for product training. - Required to possess knowledge and experience in using social media platforms, such as Facebook, Instagram, and twitter. - Required to type 50 WPM or possess a 5000 data entry score. - Skilled in reading, comprehending, interpreting and executing simple instructions, short correspondence and memos. - Skilled in writing simple correspondence. - Skilled in adding, subtracting, multiplying and dividing using whole numbers. PREFERRED QUALIFICATIONS - Associates degree plus 3 years of call center, business to consumer customer service, business to business customer service, direct to consumer marketing, or retail sales experience reflecting increasing levels of responsibility -OR- currently enrolled in a college or university possessing a minimum Junior academic standing plus 3 years of call center, business to consumer customer service, business to business customer service, direct to consumer marketing, or retail sales experience reflecting increasing levels of responsibility. - Experience executing business applications of social media monitoring and responding to social media on behalf of a company, its products and brands. - Wine industry experience. - Skilled in the use of automated customer response systems (e.g. Astute, WilkeThornton). - Experience maintaining a high degree of flexibility in conducting various assignments. - Experience quickly and seamlessly adapting to change.

Keywords: Kelly Services, Modesto , Customer Service Representative, Hospitality & Tourism , Modesto, California

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