Job Description:

LOCATION:           Bowling Green, KY & Eden Prairie, MN

DEPARTMENT:    Customer Service

REPORTS TO:   Supervisor, Customer Service

SUPERVISES:   N/A

 

ABOUT IMEDIA BRANDS:

iMedia Brands is a leading interactive media company managing a growing portfolio of lifestyle television networks, consumer brands, and media commerce services.  It is a public company (NASDAQ: IMBI) headquartered in Eden Prairie, MN with its fulfillment center in Bowling Green, KY.  Its flagship television retailing network, ShopHQ (www.shophq.com) is a live, 24/7 television network that can be seen in over 100 million homes as it competes against networks like QVC and HSN.  For more information, please visit our corporate website, www.imediabrands.com.

 

OVERVIEW

As a Customer Care Representative at iMedia Brands you are the frontline for providing our customers with a superior experience as we treat every customer with a friendly smile! In this role you will be responsible of taking inbound calls and responding to the customers’ requests including placing orders, suggesting additional products/promotions, addressing order concerns, and researching customer issues. As brand ambassadors of the organization, you have an important role in retaining and building new customers!

Fun Team and Great Benefits!

• Health Care Benefits (including dental and vision) – *Full Time Employees
  


• Retirement savings benefits such as a 401(k) - * All Employees.
  


• Paid Time Off - *Full Time Employees
  


• And more!

Opportunities:
• Full & Part time opportunities available
• Shift options include: Fri, Sat, Sun & Mon for Customer Service
   Sales agents also needed for pickup shift as needed.

 

• Full-time & Part-time opportunities available

 

KEY RESPONSIBILITIES

• Support Net Promoter Score Goal by demonstrating professionalism, driving to one call resolution and treating every customer with a friendly smile!


• Drive and achieve Key Departmental Metrics:




• Deliver the correct scripts, suggesting add-on items, and providing customers with ShopHQ promotions.


• Maintain and effectively articulate a thorough knowledge and skill base for products, policies, procedures, and computerized information systems.


• Average Handle Time: Drive to efficient and effective sales and service calls.


• Demonstrate professionalism and flexible to scheduling needs of the changings needs of a 24/7 retail environment.


• Attend team meetings, complete ongoing Lessonly training and support other areas of the department as needed.
  

 

QUALIFICATIONS / KNOWLEDGE, SKILLS & ABILITIES

• High School diploma or GED


• Minimum six months sales, customer service or related experience


• Professional, flexible and positive team player that is self-directed and self-motivated


• Familiar with keyboard and basic computer skills-including using Windows based programs, navigating the Internet, and willing to learn new technologies


• Excellent interpersonal skills and strong telephone etiquette, including the ability to communicate, use decision-making skills and other resources, and resolve conflict in a professional manner


• Excellent time management and multi-tasking skills and ability to work in a fast-paced environment

 

COMPENSATION

Up to $16 / HOUR (Eden Prairie)

 

CAREER PATH

L1 Customer Care Representative, L2 Customer Care Representative, Executive Resolutions Rep, Customer Care Supervisor, Customer Care Manager

 

 

iMedia Brands is an equal opportunity employer.  We are committed to complying with all applicable laws providing equal employment opportunities to individuals regardless of sex/gender, sexual orientation, age, disability, race, color, ethnicity, religion, creed, national origin, or other protected characteristics as defined by state, federal, or local law.   The individual in this role must be able to perform the essential job functions with or without a reasonable accommodation.  In the event that an applicant or employee wishes to seek a reasonable accommodation, please contact iMedia’s Human Resources department for further direction.   This job description is intended to convey the general nature and scope of the position and not to be construed as an exhaustive list of all responsibilities, duties, and skills required.  All employees may be required to perform duties outside of their normal responsibilities as needed, and iMedia management reserves the right to amend the duties and responsibilities of this role at any time to meet business needs.

Customer Operations

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