Introduction to Qurate Retail Group
Imagine being part of a dynamic team that is revolutionizing the way people shop. Qurate Retail Group, comprising six leading retail brands – QVC, HSN, Ballard Designs, Frontgate, Garnet Hill, and Grandin Road – is the largest player in video commerce ("vCommerce"), which includes video-driven shopping across linear TV, ecommerce sites, digital streaming, and social platforms. Our mission is to provide a more human way to shop, and we are committed to enriching life's everyday moments for our customers and team members alike.
About the Role
We are seeking an experienced and skilled Remote Customer Service Representative to join our team at Cornerstone Brands, which includes Grandin Road, Ballard Designs, and Frontgate. As a Customer Service Specialist, you will be responsible for answering inbound customer calls, problem-solving to assist customers with their orders and accounts, and providing exceptional customer service. This is a remote position, and you will be working from the comfort of your own home.
Key Responsibilities
- Handle a high volume of inbound customer inquiries in a professional and courteous manner
- Offer additional products on each customer interaction to enhance their shopping experience
- Assist customers with questions and concerns, personalizing the experience for each caller
- Process transactions, including confirming refunds, taking payments, and placing orders
- Analyze account data to resolve customer issues and provide solutions
- Work collaboratively with the customer service team to achieve sales and customer satisfaction goals
- Report to an assigned Customer Service Supervisor and participate in ongoing training and coaching to improve performance
Essential Qualifications
To be successful in this role, you will need:
- Excellent communication and problem-solving skills, with the ability to de-escalate unique situations while maintaining a high-paced call volume
- Strong technical skills, including the ability to navigate multiple systems and screens while assisting customers
- Ability to work in a virtual environment with a set schedule and structured day
- Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple priorities
- Ability to sit for long periods of time and work in a home office setting with minimal distractions
- High school diploma or equivalent required; associate's or bachelor's degree preferred
Preferred Qualifications
While not required, the following qualifications are preferred:
- Previous experience in customer service, sales, or a related field
- Experience working in a remote or virtual environment
- Knowledge of Cornerstone Brands' products and services
- Proficiency in Microsoft Office and other software applications
- Bilingual or multilingual skills
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Communication skills: ability to communicate effectively with customers, peers, and leaders
- Problem-solving skills: ability to analyze problems and provide solutions in a timely and professional manner
- Technical skills: ability to navigate multiple systems and screens while assisting customers
- Time management skills: ability to prioritize tasks and manage multiple priorities in a fast-paced environment
- Adaptability: ability to adapt to changing situations and priorities
- Teamwork: ability to work collaboratively with the customer service team to achieve sales and customer satisfaction goals
Career Growth Opportunities
At Qurate Retail Group, we are committed to providing our team members with opportunities for growth and development. As a Customer Service Representative, you will have the opportunity to advance your career within the company, with opportunities for promotion to leadership roles or other positions within the organization.
Learning and Development
We offer a comprehensive training program to ensure your success in this role. Our training program includes:
- 8 weeks of training, Monday – Friday, 8:00 am – 2:00 pm ET or 3:00 pm – 8:00 pm ET
- Ongoing coaching and feedback to improve performance
- Opportunities for professional development and growth
Work Environment and Company Culture
At Qurate Retail Group, we are committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on the following principles:
- Drive Progress: we are committed to driving progress and innovation in everything we do
- Act With Empathy: we are committed to treating our customers and team members with empathy and respect
- Be Brave: we are committed to taking risks and trying new things
- Embrace the Future: we are committed to embracing change and innovation
- Do What's Right: we are committed to doing what's right, even when it's difficult
Compensation and Benefits
We offer a competitive compensation package, including:
- Starting rate of $15.00/hour
- $1.00/hour additional for any hours worked 6pm-6am
- $1.00 for every hour worked 12:00am Saturday -11:59pm on Sunday
- Comprehensive benefits package, including health care benefits starting on day 1, 401(k), paid time off, tuition reimbursement, employee assistance program, parental leave, paid volunteer hours, company discounts, and much more
System Requirements
To work from home, you will need to meet the following system requirements:
- Self-provided computer or laptop with a Microsoft Windows operating system, Windows 10 or newer, and no more than three years old
- Headset compatible with Cornerstone Brands specifications (Cornerstone Brands reimburses $75 for headset)
- High-speed internet connection (satellite, broadband, wireless, or dial-up services are not an option)
- Webcam and ability to appear on camera for meetings and trainings
Application Process
Our application process is candidate-led, and each notification for the next step will be sent to the email address you provide. To apply, please:
- Complete the application
- Complete a skills assessment on your mobile device or computer
- Self-schedule an interview
- Complete the interview
Conclusion
If you are a motivated and customer-focused individual who is looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at Qurate Retail Group, you will have the opportunity to work with a dynamic team, develop your skills and knowledge, and advance your career. Don't miss out on this opportunity to join our team and enrich life's everyday moments – including yours. Apply today!
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