Product Purchasing Specialist

JOB SUMMARYrnThis position is accountable for providing positive customer relation solutions, resulting in customer retention and increased customer satisfaction. Through solution driven conversations and de-escalation techniques, the successful Customer Service Representative will actively listen and provide best practice options, to resolve real and perceived challenges that result in continued customer satisfaction.rnKEY RESPONSIBILITIESrnrnCommunicate in a warm, friendly, and professional manner with customers via telephone, email, and live chat, providing an excellent individual experience for every customer.rnResolve product or service issues by actively listening, clarifying the issue, determining the cause, selecting, and explaining the best solution to solve their issue; expediting the correction or adjustment; and following up to ensure resolution.rnSeek and maintain knowledge about our products and their potential issues, which will aid in providing the highest quality service to our customers.rnUnderstand BBTS\' internal processes for adjustments, store credits and refunds and execute as directed by management.rnAssist customers with website function and account information, updating with proper validation as appropriate.rnSeek guidance from and involve the Customer Relations Manager or Supervisor when communication with a customer or potential customer has escalated or become complex and/or difficult.rnApproach dissatisfied customers with patience and understanding, collectively with a team of CSRs and other departments to develop an appropriate resolution.rnComply with all OSHA safety requirements, work rules and regulations.rnOther reasonable directives, responsibilities and activities may change or be assigned at any time with or without notice.rnrnEXPERIENCE, EDUCATION AND REQUIREMENTSrnrnHigh School Diploma, GED or equivalentrnThree (3) years of customer service experience preferred.rnrnrnKnowledge and proven utilization of customer service principles and practices.rnrnSKILLS / COMPETENCIESrnrnExcellent communications skills; Written, Verbal and Listening; Comfortable speaking live with customers.rnProficient computer and keyboarding skills; knowledge of MS Office, internet, email, social media and live chat applications.rnAbility to learn and retain knowledge about our products and processes.rnPositive and upbeat attitude; contributing to the service team environment; foster pride in being a part of a winning team.rnAbility to multi-task in a fast-paced team environment and adapt to changing priorities.rnAttentive, empathetic, and patient; having the ability to find the positive in any situation.rnrnPHYSICAL DEMANDS AND ENVIRONMENTAL CONDITIONSrnrnSitting for prolonged periods of time - up to 8 hours or more per day.rnOccasionally lifting up to 25 lbs.rnThis job is an onsite position and primarily operates in an office environment.rnrnBENEFITS rnrnHealth InsurancernEmployee Assistance ProgramrnEmployee Product Discountrn401(k) retirement program with employer match.rnPaid Holidays and Paid Time OffrnrnBigBadToyStore, Inc (BBTS) is an Equal Opportunity Employer. BBTS does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided upon qualifications, merit, and business need.