• Receive and process inquiry calls from applicants. • Contact applicants to schedule interviews.• Verify references.• Conduct orientations/new hire process.• Maintain databases.• Process payroll.• Process garnishments and unemployment claims.• Process client billing.• Process employment verifications.• Post ads for new positions.• Post new positions to social media outlets.• Source candidates for open positions.• Network in community as requested.

• Resolve customer concerns and requests via email, chat and phone calls quickly and resolve technical software related issues.• Collaborate with product and operations teams to resolve the customer requests.

• Create meaningful two-way conversations with our fans across all of our owned channels, including Facebook, Instagram, YouTube, and Twitter and providing responses in accordance with our mission, safety and health standards, and brand voice. • Respond to emails and provide solutions for customers including Ecommerce order related questions, issues and processed refunds. • Timely, accurate and engaging responses to questions, comments, concerns, tags, and reviews on our owned social media channels within 12 hours and escalate issues within four hours to the proper teams when necessary.• Track and monitor all customer communications through Zendesk and spreadsheets until they reach their conclusion.• Develop deep understanding by accurately describing our mission, history, products, and marketing strategy on social media channels.• Cross-channel Community moderator for bi-weekly live class.• Keep the marketing team updated on discourse within the communities and suggest communication strategies to drive engagement.• Maintain and improve workflows and processes for customer service responses and escalation protocol.

• Initial point of contact for all incoming calls, inquiries, emails, and in-person customers. Answer questions and concerns regarding product specifications, materials, composability, etc. Determine how best to answer or route inquiries based on type and level of customer.• Assist customers with all aspects of online orders (order status, returns, payment) and process orders using NetSuite. • Serve as lead support for the Sample Room Coordinator. Assist Sales/Account Managers with shipping samples. • Interact with customers in a way that brings awareness to social and environmental issues aligned with company’s values.• Perform office management duties. Coordinate weekly office lunches. Plan office events and sales team visits.• Manage contract and price negotiations with office vendors and service providers.

• Communicated with and supported network of Field Technicians while proactively monitoring, approving and improving job order workflow throughout the day. Re-routed Techs and reconfigured dispatch calendar to accommodate for daily customer emergencies. • Assisted Owner/Operators and office team with special projects. • Created invoices, processed customer payments, and entered sales and purchase orders in QuickBooks.

• Addressed all incoming calls, voicemails, and emails received through Customer Service. Resolved discrepancies on new purchase orders, communicating order changes and missed shipment notifications. • Followed up on orders with issues or discrepancies to resolve issues in a timely manner. Submitted order correction requests (for pricing, sales code, invoice credits, retroactive SPIFF payments).

• Managed heavy inbound phones/dispatch. Autonomously managed and organized a varied number of customer service support issues via email and phones. • Entered timesheets for 18+ crew members, processed daily orders/timely billing entry for team of Arborists.• Updated daily various Excel spreadsheets.

• Coordinated several areas of conference sales from conception to post-event reconciliation. • Assisted Sales Managers with pre-event logistics and onsite sponsor and exhibitor registration.• Served as conference liaison for sponsors regarding their physical presence at events and print/digital assets.

• Managed a high volume of inbound calls with warranty questions and troubleshooting. • Project manager responsible for developing and documenting department procedures.• Led the warranty customer service reps in policy interpretation and eligibility decisions.• Coordinated interdepartmentally to provide systems for the recording, tracking, and reporting of return requests. Provided feedback to Sr. Product Development Team on recurring product return issues.• Managed all inventory supplies and equipment necessary to functional optimally and implemented policies to ensure safe work environment.

• Commenced as Customer Service Representative and was promoted to Lead/Supervisor Consumer Customer Service Representative after two months. Received promotion to Manager a year later.• Project manager and facilitator for companywide product demonstrations. • Assisted Chief Marketing Officer on development of subscription and online Rewards discount programs.• Oversaw returns processing with multi department involvement and buy-in. Managed a team of 4 customer service representatives.• Assisted Vice President of E-Commerce to discover source of order fraud and developed recovery solution.• Responsible for managing department’s IT system integration/upgrades in 2007 and 2010. This included training staff on new platform for website, merchant systems, order entry, accounting and CRM. • Launched and managed international shipping/mail forwarding system for international orders. Project manager for international offices on escalated product quality issues.• Dramatically reduced departmental attendance issues, productivity, and overall poor customer service perception with internal and external customers.• Performed in a fast-paced start up call center environment using innate team-building skills and finesse to handle peak shipping periods and meet changing deadlines without supervision.

• Performed in a fast-paced start up call center environment using innate team-building skills and finesse to handle peak shipping periods and meet changing deadlines without supervision.• Responsible for all aspects of customer service with a focus on escalation and heavy call volume. • Communicated order challenges and changes to accounting, warehouse and operation departments regularly. • Managed large volume of daily orders and established relationships with warehouse employees to ensure transparency and timely delivery of product and accurate order fulfillment. • Communicated to co-workers and operation manager all sales order issues, i.e., inventory issues, etc. Set up new customers and update customer profiles in database.• Dramatically reduced departmental attendance issues, productivity, and overall poor customer service perception with internal and external customers.• Promoted to lead customer service representative after two months of employment.• Promoted to supervisor of customer service employees after one year of employment.