Seasonal Customer Service Represenative

Who: Join us this holiday season in amazing our customers and sharing the chocolate love! Our ideal team member will be a friendly, detail-oriented customer service professional who enjoys working in a fast-paced environment.
What: As a Seasonal Customer Service Representative at Lake Champlain Chocolates, you'll assist customers with placing phone and web orders and provide outstanding service via telephone, email, and live chat. To be successful in this job, you need to be organized, self-motivated, personable, and adaptable to changing needs. You must also have strong verbal and written communication skills, as well as accurate data-entry, and computer skills.

ALL ABOUT LAKE CHAMPLAIN CHOCOLATES
Born from a dare to do better, we at Lake Champlain Chocolates are driven by our passion to change the world one delicious piece of chocolate at a time. Since the first truffles we made in 1983 to our Five Star Bars® rolling off the line today, our goal has always been about combining creativity and craftsmanship, while sourcing only the best ingredients to create premium chocolate that is truly unforgettable. We infuse passion, integrity, and an unrivaled commitment to community in everything we do to make the world a better and more joyful place. Every employee’s contributions make our company what it is today: a warm, welcoming, inclusive and successful certified B Corporation® committed to being a force for social and environmental good. We are committed to making a positive impact on our local and global communities through the choices we make sourcing materials and while operating our facilities and stores. Our community of employees work hard, care about each other, care about the integrity of our products, and share a passion for delicious confections.

POSITION PURPOSE – WHAT YOU WILL DO
As a Seasonal eCommerce Customer Service Representative with Lake Champlain Chocolates, you’ll be responsible for helping us amaze our customers by providing timely, friendly, and professional customer care. The primary duties for this role are to assist customers with placing orders or answering questions via phone, email, and live chat. You’ll also process all eCommerce orders and communicate regularly with our Shipping Department. Excellent customer service skills, attention to detail, and accuracy and speed with data entry are required.

THE WHEN AND WHERE
You will regularly be scheduled part-time at approximately 24 hours each week – Monday through Friday for a specific number of weeks, in our clean, vibrant office in Williston, Vermont. Our peak season runs from October – December and some evening and weekend hours are required as special events or seasonality dictates. Some remote work is an option and may be mutually agreed upon with your manager.

YOUR RESPONSIBILITIES AND CONTRIBUTIONS

CUSTOMER SERVICE
• Become a chocolate expert! Maintains knowledge on LCC products, how chocolate is made, & other relevant company info.
• Answers calls & responds to emails in a timely, friendly, & professional manner. Assists online customers via live chat.
• Assists customers with selecting products and placing orders, which is done directly in our website admin.
• Refreshes ShipStation and reviews orders to proactively look for any potential issues with delivery methods, ship dates, or shipping addresses. Contacts customers if there are any delays or product outages.
• Coordinates with ShipStation UPS support to reroute or return to sender requests.
• Acts as the primary point of contact for the Shipping team, helping to answer questions related to eComm orders.
• Supports and assists other Seasonal Customer Service Representatives in answering questions.
• Files claims with UPS for damaged/late deliveries.
• Works with the Receiver to process returned orders based on our Return Policy guidelines.
• Enters customer compliments & complaints into the Service Ticket Program and coordinates resolutions.
• Records and processes catalog requests for eCommerce customers.
• Adheres to Fraud Prevention Policy & Procedures.
• Assumes responsibility for effective and efficient customer service activities; ensures that the successful completion of project goals is achieved, and customers’ needs are exceeded.

OTHER IMPORTANT RESPONSIBILITIES
• Applies best customer service practices & ensures that LCC customer service supports the vision, mission, values, & brand of Lake Champlain Chocolates.
• Attends relevant meetings and other professional development events as needed to keep current in the field.
• Provides assistance and support to related departments, as required.
• Establishes & maintains effective communication & positive working relations with LCC personnel & management.
• Communicates relevant information to customers, vendors, co-workers, and other departments as needed.
• Informs eCommerce team of activities and any significant challenges.

SUCCESS FACTORS FOR THIS ROLE
• Customer service is timely, friendly, and professional.
• Data entry, orders, and reports are thorough, timely, and accurate.
• Recommendations for customer service improvements are communicated to the Direct Marketing Manager.
• Customer service activities are completed in accordance with LCC policies, procedures, and standards.
• Good communication and effective working relations exist with other departments.
• Documentation is timely, complete, accurate, and up to date.
• Effective time management and organizational skills are consistently used to complete all tasks.
• LCC professional reputation and company voice are projected in all contacts.
• Issues are identified and resolved effectively and efficiently.

WORK ENVIRONMENT
• Must be able to work at a desk and use all job-related computer hardware and software.
• Must be able to exert up to 10 lbs. of force frequently, 20 lbs. occasionally.
• Understand that worker and food safety are the responsibility of every employee and always work in a safe manner.
• Exemplify company values and look for ways to reduce, reuse, and recycle.
• Strive to continually improve our processes and reduce our environmental impact.
• Be positive, cooperative, and professional with all employees, consumers, and vendors.
• Ability to follow directions and ask clarifying questions when unclear in order to master your role.

WHAT LCC OFFERS – OUR CULTURE
• An inclusive workplace where diversity is championed
• Accrued paid sick time off and up to 3 paid holidays
• $21.00/ hour starting pay with eligibility for increases
• Wellness benefits such as chair massages, monthly healthy snacks, and our employee recognition program
• Sweet chocolate perks!
As a community, we expect and encourage our employees to make positive contributions to the Lake Champlain Chocolates’ culture by aligning personal behaviors with the company’s vision, mission, and core values. We consistently AMAZE our customers; VALUE and encourage team member excellence and well-being; CARE for our community and environment; and GROW through innovative leadership, planning and execution. We respect individual initiative and creativity, demand attention to detail, and strive for the highest measures of quality in all that we do. It is through dedication to this vision that Lake Champlain Chocolates can become the gold standard of gourmet chocolate.

QUALIFICATIONS

EDUCATION AND KNOWLEDGE REQUIRED
An Associate’s degree/experience in a related field; experience in customer service; knowledge of MS Office and Web-based ordering
PLUSSES
Experience in a consumer products environment
KEY SKILLS AND ABILITIES
• Must become familiar with and follow all company and handbook policies and procedures.
• Enthusiastic, pleasant, and positive personality.
• Honest with a high degree of integrity and able to use tact and maintain information confidentiality.
• Able to give, receive, and act on feedback.
• Able to work well with and support others and to build and maintain positive employee relations.
• Well-organized, accurate, and strong attention to detail.
• Effective speaking, presentation, and written communication skills.
• Proficiency in copier, computer, telephone, and other basic office equipment.

In accordance with the American with Disabilities act, requirements may be modified to reasonably accommodate disabled individuals. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.