Casa de Montecristo gives the adult cigar consumer the premier cigar experience, featuring large selections of premium cigars, modern lounges, walk-in humidors and full bars across the multiple locations in the United States.
Under the direction of the Call Center Manager, Remote Customer Service Representatives/Call will work in a
high-volume call center environment responding to and resolving in-bound and routine calls from customers
regarding products, services, order status and other general questions. These are second shift openings. Must be available to work 1-9 or 4-midnight, depending on business need. He/she delivers service and support to the
highest standards and is always ready with answers and information. When necessary, he/she escalates issues to
the right people and departments, assisting customers quickly and accurately.
Successfully Perform The Essential Functions Of This Job.
Under the direction of the Call Center Manager, Remote Customer Service Representatives/Call will work in a
high-volume call center environment responding to and resolving in-bound and routine calls from customers
regarding products, services, order status and other general questions. These are second shift openings. Must be available to work 1-9 or 4-midnight, depending on business need. He/she delivers service and support to the
highest standards and is always ready with answers and information. When necessary, he/she escalates issues to
the right people and departments, assisting customers quickly and accurately.
- Places orders for customers and ensuring they have the best shopping experience possible
- Communicates new website features to customers (JR Plus, Cigar of the Month Club, Shop JR app.
- Up sell product to customers (Example - Bonus Buy, Subscription, and other products and services)
- Participate in weekly training
- Participate in ongoing sales and customer service coaching’s
- Provide best-in-class customer service
- Answer e-mails tickets that come in through salesforce as assigned
- Provide online chat (LiveChat) customer service as needed
- Flag items suspected of Fraud and forward to Leads/Supervisors
- Handle escalated calls when necessary
- Notify team leads and/or helpdesk of any system related issues being communicated by customers
- Other duties and responsibilities as assigned
- EDUCATION/CERTIFICATION High school graduate or equivalent.
- REQUIRED KNOWLEDGE General knowledge of Company policies and procedures.
- Basic understanding of Company products and services.
- EXPERIENCE REQUIRED At least 1 year of experience in customer service/call center environment.
- SKILLS/ABILITIES Excellent communication.
- Excellent communication
- Ability to work well under pressure
- Ability to use a personal computer and related software applications including Microsoft
- Sales force and AS400, data entry
- Customer Service
- Attention to Detail
- Professionalism
- Multi-tasking
Successfully Perform The Essential Functions Of This Job.
- Required to regularly talk and hear
- Required to frequently sit, stand, and walk
- Use hands to finger, handle or feet