•Works with the management team to develop and implement new and ongoing job aids for products/procedures. •Works directly with other corporate departments to address and resolve various order-related issues and accounts. •Manages the company's customer service inbox•Trains and assists new hires and current CSRs. •Ensures proper phone coverage is maintained to meet the company's KPIs.•Acts as the first point of contact on escalated issues/concerns when support or assistance is needed.•Resolving escalated issues to minimize escalation to management. •Promptly responds to emails, live chats, ticket requests, and social media inquiries that align with the company's brand and experience. •Uses product and policy knowledge to inform guests of purchase inquiries and manage customer expectations.•Assists in managing responses to Google/Yelp reviews•Support the Sales team with various order-related issues/concerns

• Achieved high satisfaction ratings through proactive one-call resolutions for both customers and sales associates--this includes receiving feedback via social media platforms (Twitter, Facebook, yelp, google).• Developed and maintained relationships with clients, vendors, team members, and sales associates. • Took initiative to address escalated issues/concerns by employing timely manner and spot-on resolutions.• Responds to inventory issues by warehouse personnel requiring search in the computer, and communicating with Inventory Control to ensure accuracy in inventory. • Maintains well-organized guest accounts and records of guest interactions with thorough details of inquiries, complaints, and comments. • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers, leadership, and team members.• Complied with company policies and procedures by encouraging a positive work environment among all employees.

• Respond to a high volume of customer communications and manage tactfully while leveraging multiple platforms, including emails, calls, and live Chats.• Handles all incoming calls regarding guest services/assistance.• Makes timely responses to guest complaints and follow-up when necessary to ensure customer satisfaction.• Assist sales staff with various issues, i.e. change, guest inquiries, or delivery dates. • Collects and enters orders for new or additional products and services.