Job Description:

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 ShopHQ you are the frontline for providing our customers with a superior experience. 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.

 

Customer Care Representative Important Details

Requirement: You must live within 60 miles of Eden Prairie, MN

Available Start Date: May 10th 2021

Training Schedule: 1 week starting May 10th (TRAINING IS ON-SITE in Eden Prairie), 5pm - 12am daily.

Weekly Schedule: Hours will vary by week. Available hours are posted weekly and employees can select what shifts they would like to work from the available list. You MUST work a minimum of 16 hours per week (8 of those hours must be on the weekends)

Pay Rate: $13.00 /hour

Employee Perks include an employee discount up to 30% and 401k!

 

KEY RESPONSIBILITIES

• Maintain Agent Instate Utilization goal of 90% by being present, adhering to break/lunch schedule, in an available state for inbound calls.


• Answer incoming calls and respond to the customer’s questions and concerns including placing orders, suggesting additional products, upselling current promotions, respond to questions and concerns regarding the order process.


• Complete customer inquiries, case research, case notes, and emails while on call with customer to facilitate assisting the customer.


• Maintain Conversion Rate goal of 80% by using correct scripts, suggesting add-on items, and providing customers with ShopHQ promotions.


• Demonstrate professionalism on each call creating a positive image for ShopHQ.


• Provide a complete and efficient customer experience meeting all department KPI’s to promote NPS (Net Promoter Score) goal of 70%.


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


• Attend team and/or department meetings and complete ongoing Lessonly training.


• Contribute to the team and department in a positive and constructive manner.


• Support other areas of the department and company as needed.


• Other duties as assigned by Supervisor and/or Manager.

 

QUALIFICATIONS / KNOWLEDGE, SKILLS & ABILITIES

• High School diploma or GED


• Minimum six months sales, customer service or related experience


• Basic knowledge of sales and customer service


• 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


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


• Strong writing, grammar, and proofreading skills


• Reliable attendance and the ability to work flexible hours including Saturdays and Sundays

 

CAREER PATH

Sr. Customer Care Representative, Executive Resolutions Rep, Customer Care Supervisor, Customer Care Manager

Customer Operations

Evine Job CUSTO01589 by eQuest

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