Customer Support Specialist

Customer Support Specialist

HC Brands specializes in customizing and selling thousands of products that help our customers make connections. We are a fast, profitable, growing ecommerce company that markets ourselves through a wide range of ecommerce channels and marketplaces. We take pride in offering products that are unique and that help each of our customers develop meaningful connections in their personal and professional lives. Our customer service team works hard to provide exceptional customer service. They assist to make sure customer orders are correct, help customers complete orders, as well as pass on customer feedback to the rest of the business.

That's where you come in.

You must be able to think quickly, often solving problems as they arise. You will need to collaborate with your team and Fulfillment to resolve order management issues timely. You will be expected to be well organized and have a creative mindset that helps problem-solve and develop unique solutions to issues.

What You'll Do:

• Respond to customer questions via chat and phone.
• Perform efficient and accurate entry of customized orders into the production software system.
• Maintain a thorough knowledge of our products, services, and systems used to service our customers.
• Recognize and resolve order issues.
• Ensure that customers receive their orders on time and shipment targets are met.
• Act as a strong leader and role model for phone representatives and order management specialist.
• Remain flexible to perform other job-related duties and responsibilities as may be assigned.

To Do Well In This Role You'll Need To:

• Love supporting people. Genuinely. Our culture is about creating meaningful connections. You will be at the forefront of this by helping to deliver an exceptional customer experience online.
• Be good at learning new things, in depth, fast. We sell a myriad of products and use different computer systems. Which leads to the following point.
• Have above-average computer literacy. We'll train you on the specific platforms we use. You'll need to pick them up quickly and retain the information in order to support our customers efficiently.
• Be incredibly organized. Especially due to the prior two points, you'll need to be able to access and refer to what you've learned.
• Have great written and verbal communication skills. You'll need to quickly answer support questions with friendly but precise written guidance or verbally on the phone. We have clients ranging from individuals to small businesses to large corporations. The language you use will in large part determine how the customer views the company.

Above all else though, my advice for anyone looking to work at HC Brands is very simple; you have to want to be here. It won't be enough to show up to interview and be capable. We are a small company with extremely talented people who creatively solve unique problems as they arise. There will be times where we all just have to take a deep breath and dig deep to get the job done. We're looking for talented people with the appetite for that challenge.

Do your homework. Look at our website, our blogs, and our products. Get to understand what we're about, and come to the interview with that insight ready to tell us how you could play a part in that success.

Benefits:

We care deeply about making HC Brands an amazing place to work and invest a significant amount of time and energy into creating and maintaining a company culture that provides our team with a level of support while inspiring them to do their best work.

• Health, dental, vision, and life insurance
• 8 paid holidays
• Paid time off (PTO)
• 401(k) plan with a company match on the first 5% contribution
• 16 paid hours of community service time off
• 50% employee discount on our products

Beyond the tangible benefits though:

• You will be part of a growing team whose purpose is to create a culture that underscores connections with employees, customers, businesses, and community. While we're in the business of personalization, we also exist in a society where individual interactions are harder and harder to come by. In response to this challenge, we've made it our mission at HC Brands to prioritize people and relationshipsone custom order at a time. It's not just a clever blurb on our website or a catchy acronym we pass around the office. It's what we do, and more importantly, it's who we are.

Equal Employment Opportunity

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at HC Brands. HC Brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. HC Brands is committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the business and are valued for their skills, experience, and unique perspectives. This commitment is embodied in the company policy and the way we do business at HC Brands and is an important principle of sound business management.

About HC Brands

At HC Brands, our mission is to design and manufacture the highest quality and most innovative personalized products for both home, professional and business use. With our cutting edge web technology, we aim to provide an easy user experience to fully customize any product we offer. We are committed to the customer's total satisfaction and providing exceptional customer service, just like we've been doing since 1954. We also aim to have the fastest turnaround time on personalized products with most shipping the next business day.

Our Hiring Process

Stage 3: Virtual Interview Stage 4: Offer Stage 5: Hired Stage 1: Applied Stage 2: Phone Screen