Sr. Candy Concierge

POSITION RESPONSIBILITIES: 

• Deliver exceptional customer service via phone, email, chat, and text, aligned with See’s Core Principles. 

• Manage customer inquiries, order entry, account setup, adjustments, and literature requests. 

• Recommend products and programs tailored to customer needs; process orders, payments, and shipping details; apply upselling techniques to meet sales goals. 

• Resolve customer issues promptly and accurately, document compliments and complaints. 

• Support seasonal staff by acting as a peer leader, providing guidance, and assisting with onboarding and training. 

• Handle escalated calls and ensure customer satisfaction through effective issue resolution. 

• Serve as a floor support resource, offering real-time assistance to agents. 

• Participate in training to stay updated on products, promotions, and service practices. 

• Maintain knowledge of all product lines and programs, including eCommerce, Volume Savings, Fundraising, and Corporate Gifting. 

• Duties can include handling inbound/outbound calls, chats, cases, tracing, Gift Services order entry, processing shop worksheets, Yumraising support, logo, and Amazon support. 

• Meet or exceed performance metrics such as call quality, response time, and customer satisfaction. 

• Ensure regular and punctual attendance per company policy. 

• Support the Senior Supervisor in leading Seasonal Candy Concierge and monitoring performance during training and nesting phases. 

COMPETENCIES: 

• Customer centered 

• Listening skills 

• Sales focus 

• Attention to detail 

• Effective communication 

• Integrity 

• Conflict resolution 

MINIMUM QUALIFICATIONS: 

• Customer service experience ; call center or sales/telemarketing background preferred. 

• Clear, friendly phone voice with strong verbal communication skills. 

• Detail-oriented with the ability to work quickly and accurately while maintaining professionalism and enthusiasm. 

• Proficient in typing and PC keyboarding by touch. 

• Familiar with CRM systems, order management tools, live chat, and multi-channel communication platforms. 

• Flexible availability, especially during peak holiday seasons. 

• Quick to learn new technologies and adapt to change positively. 

• Experience handling customer interactions across phone, email, chat, and SMS is a plus. 

The total compensation package for this position may also include other elements, in addition to a full range of generous medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors