Customer Service Representative I

Customer Service Representative I

Interested in finding a career with a company who treats you like a person and not a number? Burch Bottle & Packaging could be the place for you! We are looking to add a world-class Customer Service Representative to our team. This individual will be trained to provide information on products/services, resolve problems, and take orders accurately and efficiently.

Our customer service team serves as the first point of contact for our customers. Whether it be a phone call, email, or live-chat, our customer service specialists always do their best to keep our customers happy. Don't believe us? Check out our company ratings!

At Burch Bottle, we believe in communicating, creating, and delivering value to our customers, community, and stakeholders. Our mission is to provide high-quality packaging components at competitive prices while achieving speedy delivery and superior customer service. We value teamwork, compassion, efficiency, diverse thinking, accountability, and communication. Career growth is a focal point in all departments of Burch. Internal advancement is in no short supply at Burch Bottle and we encourage all of our staff to take advantage of any opportunities that excite them.

The packaging industry is full of details both large and small. There is a lot to know about something as seemingly ordinary as a jar, lid, bottle, or really any rigid packaging supplies. While we have no expectation for our applicants to come in with packaging knowledge (though that would be a cool plus!), we do want to make sure that our applicants are aware that there will be a lot to learn. Don’t worry though, we will help you get there!

Hourly non-exempt position

Hours: 8:30 am-5:00 pm Monday through Friday

Benefits:

• 5 paid sick days per year plus 1 added sick day after 1 full year


• Paid parental leave


• Company provided lunch before major holidays


• 14 paid days off to recognize holidays


• 360 rewards and recognition program


• Shadow program


• Vacation accrual


• Group health, dental, and vision insurance offered after 30 days


• Weekly pay


• Competitive salaries


• Simple IRA with up to 3% company match

Job responsibilities include but are not limited to:

• Effectively manage many customer inquiries through a variety of channels including phone, email, website, live chat, and face-to-face interactions.


• Quietly and discreetly message or call employees who are requested by guests to see if they are available to meet with guests.


• Identify and assess customer needs to achieve satisfaction.


• Build sustainable relationships of trust through open and interactive communication with customers.


• Provide accurate, valid, and complete information to customers, coworkers and management.


• Handle complaints, provide suitable solutions and alternatives within appropriate time limits.


• Follows up with customers to ensure resolutions of prior issues if applicable.


• Keeps records of customer interactions, process customer accounts, and file documents.


• Follow communication procedures, guidelines and policies.


• Goes the extra mile to engage customers, takes initiative to meet needs, and provide personalized support.


• Build strong relationships through clear communication and a solutions-focused approach.


• Answer/respond to emails, work-related text messages, and Teams chats in a timely manner


• Demonstrate and supports Burch Bottle’s mission, vision, and values.

Qualification Requirements:

• Proven customer support experience


• Familiarity with CRM systems and practices preferred


• Ability to adapt/respond to different types of inquiries and personalities


• High school degree or equivalent

Skills:

• Excellent communication and presentation skills


• Strong interpersonal skills


• Professional phone skills


• Ability to multitask, prioritize, and manage time effectively


• Listening skills


• Positive attitude


• Ability to work under pressure


• General computer skills