Customer Care Representative

Blick Art Materials is the largest and oldest provider of art supplies in the United States. The Customer Care Representative will be responsible for answering inbound calls and processing inquiries in a fast-paced call center environment, ensuring exceptional customer service and maintaining accurate customer records. Responsibilities - Conduct customer interactions in a friendly, courteous, and professional manner - Analyze customer needs and provide accurate information regarding pricing, delays, and product details - Key orders quickly and accurately while maintaining attention to detail - Perform basic mathematical calculations during order entry - Route calls to other departments to ensure exceptional customer service - Troubleshoot customer issues related to online ordering, tracking, order accuracy or account access - Identify recurring issues and escalate trends to leadership - Maintain accurate customer records in CRM systems - Meet or exceed performance metrics such as call quality, handle time, and customer satisfaction - Protect customer privacy by following all data security and confidentiality guidelines - Participate in ongoing coaching and training to maintain high service standards - Adapt quickly to changes in procedures, systems, and product offerings - Upsell additional merchandise when appropriate - Follow all company policies and procedures as outlined in the Employee Guidebook - Consistent attendance and punctuality to support team scheduling - Flexibility to work extended hours during peak seasons or promotional periods - Perform additional duties as assigned - Able to work every other weekend both Saturday and Sunday - Able to work weekdays in our Galesburg, IL office - Once trained, weekend hours will be worked from home Skills - High school diploma or GED or currently pursuing either - Strong organizational, listening, and decision making skills - Excellent written and verbal communication abilities - Ability to multitask while maintaining accuracy and professionalism - Proficiency with keyboarding and 10 key number pad - Ability to work effectively with team members, especially during peak order and shipping periods - High attention to detail when entering orders or updating customer accounts - Ability to de escalate challenging interactions using empathy and problem solving - Comfortable working in a metrics driven environment - Strong time management skills to balance calls, documentation, and follow up tasks - Ability to learn new software quickly and navigate multiple systems during live call - Ability to work independently while staying engaged and productive - Reliable high speed internet connection suitable for remote voice communication - Ability to work with dual monitors and multitask across several applications - Familiarity with email, chat, and ticketing systems used in customer support - Comfort using headsets, softphones, and VoIP tools for inbound and outbound calls - Maintaining a quiet, distraction free workspace suitable for professional customer interactions - Consistent attendance and punctuality to support team scheduling - Flexibility to work extended hours during peak seasons or promotional periods - Able to work every other weekend both Saturday and Sunday - Able to work weekdays in our Galesburg, IL office Benefits - Medical/Dental/Vision Insurance - 401K & Profit Sharing Plan - Incentive Bonus Plans - Paid Holidays & Paid Time Off - Paid Parental Leave - Short-Term/Long-Term Disability - Training Opportunities - Basic & Optional Life Insurance - Employee Discount - 401K & Profit Sharing Plan - Incentive Bonus Plans - Paid Time Off - Employee Discount Company Overview - Blick Art Materials is the largest and oldest provider of art supplies in the United States with more than 65 retail stores nationwide. It was founded in 1911, and is headquartered in Galesburg, Illinois, USA, with a workforce of 1001-5000 employees. Its website is https://www.dickblick.com.