E Group | Promotional Marketing Agency | Reston, VA
Job DescriptionE Group is seeking a Customer Advocate to join our Customer Care Team.Heres what we do ...
Job DescriptionE Group is seeking a Customer Advocate to join our Customer Care Team.Heres what we do well, every day, for our clients:We creatively design, ethically source and innovatively package products that propel brands around the globe.We offer best in class technology to power online stores, deliver recognition and rewards and drive growth through incentives.We provide end-to-end integrated services that support our clients programs, enhancing value, eliminating friction and delivering delight for their brands.Our Top 50 industry status is proof positive of our sourcing strength. We ethically source and deliver more than a million products a year around the globe.We believe that customer support is more than just answering questions. Our support team is one of the main reasons for our success and we want to be role models for our customers.Youll love this role if you get your kicks by helping others. Were looking for someone who loves solving problems and creating long term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.Responsibilities and goals youll own: Respond to and resolve customer queries through chat, email and the phone quickly and effectively. Ensure all ecommerce orders are processed; resolve issues with orders (e.g. wrong addresses, returns, and freight claims) Navigate complex organizational and political situations both internally and externally Become an expert on E Group programs and offerings Drive our Voice of the Customer program to advocate for the customer and improve E Group through incorporating customer feedback Escalate critical issues to the appropriate internal channel Assist in creating first class Help Center documentation and Knowledgebase Increase customer satisfaction and build loyalty through providing amazing, personal customer support.Experience and requirements: Bachelors Degree 2+ years in a customer service position preferably in a call center/online help environment Ability to solve problems logically and critically A strong understanding and working knowledge of the internet and technical concepts (e.g. you understand the terms HTML, browser and cache) Well organized with a strong attention to detail and accuracy. Able to meet deadlines with multiple tasks and projects in a fast paced, changing environment Ability to work autonomously and in a team environment. Strongly motivated with sense of urgency Strong verbal communication skills with a customer focus; ability to communicate ideas effectively using both oral and written skills Ability to accurately perform alpha-numeric data entryWho will love this job? You like making things easier for customers and colleagues. If theres a roadblock, you want to smooth the way. You are energized by interacting with and helping people. You know that everyone has trouble sometimes, and seek to empower and educate our customers. You love reading and learning about new ways of doing things. Theres always a better way. Youre a positive person and know how to look on the bright side. You bring solutions to the table not just problems. (But you arent afraid to point out where were going wrong). Youre comfortable with a little chaos and uncertainty. We move fast and sometimes decisions are made without all of the information.About E Group: As E Group reaches our 35 Year milestone, our team recently did some reflecting on our greatest learnings:Bigger isnt always better. When we first made Promo Marketings coveted Top 50 list last year, we were the smallest agency to do so. We chalk that up to our extraordinarily talented and passionate team.Living Inspired. Its not just one of our E Group values, its how our team members do life. Were avid adventurers, family folks, world travelers, charitable givers, and competitive athletes - and proud of it.Learning from the best is, well, best. Weve learned marketing first-hand from Marcus Sheridan (They Ask You Answer), customer experience from Joey Coleman (Never Lose a Customer Again) and sales from Ian Altman (Same Side Selling). And every day, we continue learning brand excellence from our extraordinary clients.E Group really is a great place to work. While we were honored to be named to ASIs Top 40 Best Places to Work recently, our quest towards greatness was already in our collective DNA.We are about to embark on an exciting new period for the company. Building an amazing Customer Care Center is an important part of that journey. Does that pique your interest? Drop us a line!To apply: Please submit a one-page cover letter in addition to your resume. The cover letter should show your personality, and help us learn why you want to help us provide amazing customer care. What about this job attracts you? Company DescriptionHeres what we do well, every day, for our clients:We creatively design, ethically source and innovatively package products that propel brands around the globe.We offer best in class technology to power online stores, deliver recognition and rewards and drive growth through incentives.We provide end-to-end integrated services that support our clients programs, enhancing value, eliminating friction and delivering delight for their brands.